Conducting an employee engagement survey for your service desk is a good start. The next step is to deliver value based on the results.
Date Published January 4, 2018 - Last Updated December 13, 2018
Technical support is not going away anytime soon…
Date Published December 28, 2017 - Last Updated December 20, 2017
Service management frameworks are guidelines that you can adapt to the needs of your organization.
Date Published December 20, 2017 - Last Updated December 15, 2017
Today’s service management tools make it easy to publish dashboards showing the current state of IT service and support. But the tendency is to overdo things a bit…
Date Published December 19, 2017 - Last Updated December 18, 2017
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