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Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the...
Date Published - Last Updated August 29, 2017
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What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization,...
Date Published - Last Updated July 20, 2017
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Many change programs start on the heels of one-too-many disastrous change-related failures. Your CIO wants IT change management, and tag, you’re it!
If you’re new to...
Date Published - Last Updated April 4, 2017
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As our industry transforms and matures, last century standards for cross-team communication...
Date Published - Last Updated October 13, 2017
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More and more organizations are using the shift-left approach to support, bringing more complex work down...
Date Published - Last Updated February 21, 2017
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According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing...
Date Published - Last Updated August 8, 2017
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Managing languages is a significant challenge for most service desks. To arm leaders with data and insight, join HDI and Lionbridge as they unveil the...
Date Published - Last Updated May 17, 2017
Technical support professionals form the frontline of many businesses, vendors, and IT teams. To remain competitive, they need to be aware of how the sector is evolving and where it’s going ...
Date Published - Last Updated February 26, 2016
The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Date Published - Last Updated February 26, 2016
If we don’t carefully design and provide compelling community experiences, our customers will inevitably try to create them anyway, without our intervention and with unpredictable results. Thankfully, we have an opportunity today to be proactive and create the best possible customer...
Date Published - Last Updated February 26, 2016