SupportWorld

Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been...

HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest...

Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address...

Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?

In the...

Is enterprise service management (ESM) merely a hype term, or are organizations actually doing it? What are the business drivers for expanding service management out of IT and across the organization? Which lines of business are adopting service management? What advantages does...

For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...

Our customers changed where and how they work. Their needs and expectations have transformed along with their environment, and our service strategy must keep pace as the modern workplace evolves. Say goodbye to your music on hold, business hours, and carefully limited scope of...

In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise...