Enterprise Service Management done right can lead to increased productivity and customer satisfaction, not to mention better business outcomes.
Tag(s): supportworld, service management, ITSM, automation
Date Published May 30, 2018 - Last Updated December 13, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018
Automated systems are only as good as the knowledge you provide to them.
Tag(s): automation, supportworld, technology, knowledge management
Date Published May 1, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Tag(s): supportworld, technology, metrics and measurements, service management
Date Published April 19, 2018 - Last Updated December 13, 2018
Organizations want to compare the value and costs of their current on-premises solution to SaaS solutions on the market as objectively as possible.
Tag(s): supportworld, service management, ITSM, IT service management, cloud computing, cloud
Date Published March 29, 2018 - Last Updated December 13, 2018
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
Date Published March 28, 2018 - Last Updated December 13, 2018
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
Date Published March 27, 2018 - Last Updated December 13, 2018
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated December 13, 2018
Artificial Intelligence, machine learning, bots, and other automation tools are poised to make a large impact on support.
Tag(s): supportworld, metrics and measurements, automation
Date Published February 27, 2018 - Last Updated December 13, 2018
While chatbots may be able to make customer support quicker, cheaper, and easier, your organization may not be bot-ready. Ask yourself eight questions to find out.
Tag(s): supportworld, support center, automation, customer experience
Date Published February 22, 2018 - Last Updated February 1, 2019