From tax law to setting up new accounts, automation is finding its role in IT. Have you automated any processes?
Date Published March 9, 2017 - Last Updated December 6, 2017
Change is the only constant, especially if you’re in the world of technical support. Teams move and change, processes need to be changed, and technology and tools change.
Date Published February 13, 2017 - Last Updated December 6, 2017
For technical support centers, technology and automation can play a role in improving performance and controlling costs.
Date Published February 2, 2017 - Last Updated December 6, 2017
These thought leaders are practitioners and consultants in the technical support and service management community and share insights on industry challenges and the future of the industry.
Date Published January 31, 2017 - Last Updated December 6, 2017
Almost all organizations and IT departments have started automating at least some processes in their business. The long-term trend will bring with it huge potential and efficiencies for support organizations. So, how will it potentially impact your business?
Date Published January 20, 2017 - Last Updated March 10, 2021
Traditional change management doesn’t support the rate of change required by businesses today. But DevOps can accelerate implementation of business-required changes.
Date Published January 1, 2017 - Last Updated December 15, 2016
Systems thinking can help you avoid costly mistakes such as introducing applications that are not compatible into an organization’s environment, interrupting workflows.
Date Published December 21, 2016 - Last Updated December 15, 2016
The top five SupportWorld articles of 2016 cover themes tech support professionals tackle every day, including customer service, knowledge management, service metrics, gamification, shift-left, and the future of the service desk.
Date Published December 20, 2016 - Last Updated April 19, 2019
Desktop support is more than just the “people who repair computers.” Desktop support technicians cover a wide range of responsibilities supporting many tasks.
Date Published December 15, 2016 - Last Updated December 15, 2016
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support.
Date Published December 5, 2016 - Last Updated April 19, 2019