After a major software outage, one IT organization developed a major incident management process. Learn how they improved response time, incident handling, and communication.
Date Published December 14, 2017 - Last Updated April 19, 2019
It’s time to look to the year ahead and decide where to invest in training for your service and support team.
Date Published December 12, 2017 - Last Updated December 8, 2017
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 and Service Management.
Date Published December 7, 2017 - Last Updated December 12, 2017
Have you experienced a well-run service desk team being thrown into chaos after an organizational change? Follow these 4 steps to rebuild trust and teamwork.
Date Published December 6, 2017 - Last Updated December 6, 2017
Chat as a support channel is gaining in popularity. But chat is not perfect for every type of interaction. You must identify the ideal issue types before implementation.
Date Published December 5, 2017 - Last Updated December 6, 2017
Julie Mohr was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Julie to be involved in the community.
Date Published November 30, 2017 - Last Updated December 6, 2017
At recent speed-circuit discussion, attendees shared tips and strategies around self-service and paved the way for further conversations.
Date Published November 28, 2017 - Last Updated December 6, 2017
If led, managed, and resourced properly, organizational change management has the power to increase adoption rates and improve utilization of new technology.
Date Published November 22, 2017 - Last Updated August 9, 2018
First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Date Published November 16, 2017 - Last Updated December 6, 2017
Mauricio Corona was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Mauricio to be involved in the community.
Date Published November 14, 2017 - Last Updated December 6, 2017