The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services.
Date Published January 16, 2015 - Last Updated May 11, 2016
With high-speed residential Internet, it has become easier and more cost effective than ever for businesses to implement permanent and part-time remote work arrangements.
Date Published January 15, 2015 - Last Updated October 3, 2016
Before choosing a new service management tool, you need to know what your service management needs are and also what the expectations of your business are.
Date Published January 1, 2015 - Last Updated May 11, 2016
This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to staying on top of how customers feel about the support they receive, this graphic is chock full of statistics about the industry based on HDI's research.
Date Published December 12, 2014 - Last Updated March 10, 2021
There’s a difference between saying “I feel feverish” and saying “My temperature is 101°F.” In the second case, you’ve used a measuring device (thermometer) to find out what your temperature really is. Likewise, we can make a guess that “Our customers like us” because of comments in the hallway,...
Date Published December 1, 2014 - Last Updated December 1, 2017
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Date Published October 15, 2014 - Last Updated March 10, 2021
The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. In order to learn how service support practices have adapted and been adapted as a result of...
Date Published October 15, 2014 - Last Updated March 10, 2021
Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Date Published April 24, 2014 - Last Updated March 10, 2021
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Date Published April 1, 2014 - Last Updated March 10, 2021
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Date Published February 6, 2014 - Last Updated March 10, 2021