In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, shadow IT, BYOD, virtualization, security needs, and consumerization.
Tag(s): desktop support, HDI, business value, leadership, service strategy, technology, supportworld
Date Published January 13, 2016 - Last Updated October 5, 2016
The changes impacting tech teams also mean there is additional pressure on IT leaders. In addition to keeping up with organizational demands, they must manage their teams effectively in order to execute, while remembering to pay extra attention to avoiding burnout.
Tag(s): workforce enablement, workforce enablement, hdi conference, people, leadership
Date Published January 11, 2016 - Last Updated October 5, 2016
This program reduces incident counts and resolution times and increases support staff skills for getting to root causes and eliminating the incidents they cause.
Tag(s): benchmarking, best practice, business value, costs, incident management, leadership, process-improvement, professional development, root cause analysis, support center, supportworld, training, service management
Date Published November 24, 2015 - Last Updated May 11, 2016
The HDI Service Management Awards recognize excellence and honor support organizations that have generated positive, measurable results in IT service management.
Tag(s): business alignment, business value, continual service improvement, IT service management, IT-business alignment, ITSM, KCS, leadership, process-improvement, service management, support center, supportworld
Date Published November 17, 2015 - Last Updated December 1, 2017
Dashboards provide a visual representation of support center performance data, and the design is important for sharing business-critical information.
Tag(s): balanced scorecard, business intelligence, dashboards, KPI, metrics and measurements, performance management, Reporting and Analytics, reporting-and-analytics, reporting, service management, support center, supportworld, tools
Date Published November 17, 2015 - Last Updated May 11, 2016
Millennials desire a flexible work schedule like no generation before. Because of this, hiring and employing Millennials may seem like a challenging task.
Tag(s): employee engagement, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement, supportworld
Date Published October 13, 2015 - Last Updated May 11, 2016
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, supportworld, service level agreement, SLA, performance management
Date Published October 8, 2015 - Last Updated May 11, 2016
Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, supportworld, workforce enablement, workforce enablement
Date Published October 1, 2015 - Last Updated May 11, 2016
Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Tag(s): change management, leadership, performance management, people, productivity, supportworld
Date Published September 8, 2015 - Last Updated May 11, 2016
If you have a job and you give it to someone else, that’s a bad thing. That’s been the traditional view of outsourcing, but there’s a different perspective to consider: Outsourcing is a solution, not the solution.
Tag(s): business of support, future of support, insourcing, outsourcing, rightsourcing, service desk, service providers, sourcing, support models, supportworld
Date Published May 26, 2015 - Last Updated May 11, 2016