Roy Atkinson and Pete McGarahan discuss the shift-left strategy, knowledge management, data management, communicating value, and much more.
Date Published January 30, 2019 - Last Updated December 17, 2019
These thought leaders are practitioners and consultants in technical support and service management who share insights with the community.
Date Published January 25, 2019 - Last Updated December 17, 2019
With advancements in service desk tools, why are so many service desks operating the same way they did 20 years ago?
Date Published January 9, 2019 - Last Updated December 17, 2019
Contrary to reports that tech support is diminishing with advances in artificial intelligence and automation, the support industry is holding steady.
Date Published January 3, 2019 - Last Updated December 17, 2019
The role of the service and support manager is to monitor and optimize the use of people, process, and tools to perform services that deliver value.
Date Published December 18, 2018 - Last Updated February 13, 2019
HDI community members share ideas for collaborating between and consolidating service desks.
Date Published December 12, 2018 - Last Updated December 13, 2018
We don’t really know what the next few years will bring in technological advances and disruption from AI and automation. But we need to be prepared for change.
Date Published December 4, 2018 - Last Updated December 13, 2018
Help us identify the people who are shaping the future of technical support and service management. Choose the Top 25 Thought Leaders for 2018.
Date Published November 30, 2018 - Last Updated December 13, 2018
You can create efficiencies in your service desk and increase employee productivity with smart technologies like AI, machine learning, and automations.
Date Published November 29, 2018 - Last Updated December 13, 2018
The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Date Published November 1, 2018 - Last Updated December 13, 2018