We live in a world where database and analytical technologies are maturing at an amazing pace. Capabilities that were once the sole province of extremely large companies and governments are trickling down to our own companies and even ...
Date Published - Last Updated February 26, 2016
It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Date Published - Last Updated February 26, 2016
ITSM and customer relationship management (CRM) are industries, frameworks, technologies, and approaches that have traditionally been applied to very different business processes, workloads, and segments of the organization. But with the degree of consolidation and standardization taking place...
Date Published - Last Updated February 26, 2016
Reporting is like food. Some dishes are simple, requiring few ingredients; some are more complex, requiring more (and more unique) ingredients. We all have our own flavor preferences. IT reporting is much the same. Depending on your department and your management’s desires, your business’s...
Date Published - Last Updated February 26, 2016
What are we talking about when we talk about the customer experience? Are we really just talking about customer service? If you’re service-centric, you probably look to service-centric metrics to define the customer experience, metrics like first call resolution, customer satisfaction, and...
Date Published - Last Updated February 26, 2016
To truly understand customer expectations and perceptions (internal and external), and deliver services that not only add value and increase satisfaction but also satisfy the business’s needs and help it reach its goals, IT must go beyond the customer satisfaction survey. The ultimate goal...
Date Published - Last Updated February 26, 2016
For some people, being a leader means being in command of others. However, while it’s true that leaders often end up having the power of command, good leadership starts with internal qualities. A person who is inspirational, understands others, shares powerful ideas, and invests other people...
Date Published - Last Updated February 26, 2016
KPIs aren't the goal—continual improvement is. Like ITIL itself, continual improvement is a cycle: once you've achieved a target, the cycle begins anew.
Date Published - Last Updated May 11, 2016
There are leaders at every level in an organization, and HDI has long recognized the value each individual brings to a team and each team brings to the IT organization. We're so proud of all of our HDI 2015 award winners!
Date Published - Last Updated February 26, 2016
The blending of Millenials, Gen Xers, Gen Yers, Baby Boomers and those of us born on the cusp of any of these groupings calls for a level of management expertise with which many are just not equipped.
Date Published - Last Updated May 11, 2016