AI and automation allow IT departments to create better customer-supporting solutions.
Date Published September 26, 2017 - Last Updated June 15, 2018
Self-service options empower end users to resolve problems on their own and free up technical support teams to handle more complex issues.
Date Published September 25, 2017 - Last Updated December 6, 2017
Learn how one service desk manager overcame real-world challenges with people, process, and technology to create a high-performing support center.
Date Published September 22, 2017 - Last Updated December 6, 2017
Before buying your service management expertise, the other business units will want to look around to see what kind of condition IT is in.
Date Published September 19, 2017 - Last Updated December 6, 2017
Simone Moore was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Simone to be involved in the community.
Date Published September 19, 2017 - Last Updated December 6, 2017
With hurricanes ravaging Texas and Florida, and wildfires raging in the west, we wanted to share some insights into disaster recovery so that you can be as well prepared as possible if and when a disaster finds you.
Date Published September 14, 2017 - Last Updated March 23, 2020
Multilingual support is a growing priority for enterprise service desks.
Date Published September 14, 2017 - Last Updated January 21, 2020
Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Date Published September 13, 2017 - Last Updated December 6, 2017
Enterprise service management is not about how smart IT is. It is about enabling other parts of your business to do things in better ways.
Date Published September 12, 2017 - Last Updated December 6, 2017
For technical support organizations, leaving behind a legacy system for newer technology is about providing the type of modern, seamless support users expect.
Date Published September 11, 2017 - Last Updated April 19, 2019