Best of HDI in 2021 - #7: As organizations move towards enterprise service management, a coordinating body is critical to ensure that there is a singular vision, direction, and solution for an organization’s IT. If not, even the most well-intentioned organizations can create a new form of shadow IT.
Date Published December 16, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #8: On the surface, it would seem the two concepts are diametrically opposed. However, as both have evolved and been integrated into the workplace, the distance between the two has closed. Here’s an argument for how to make both work for you.
Date Published December 15, 2021 - Last Updated January 20, 2023
Best of HDI in 2021 - #9: Too often, staff from other departments have a negative view of IT. To change that, IT departments need to understand the needs of the rest of the workforce, listen to continuous feedback from their colleagues, and ensure that tech changes improve daily work conditions.
Date Published December 14, 2021 - Last Updated January 20, 2023
We’re counting down HDI’s most read articles of 2021. Here’s No. 10 - It’s one thing to launch a continuous process improvement program, but it’s another to sustain it. Here, an analyst looks at some on-the-ground processes to keep momentum up for improvement.
Date Published December 13, 2021 - Last Updated January 20, 2023
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Date Published December 6, 2021 - Last Updated January 20, 2023
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discuss how to do a thoughtful analysis to determine the best path forward for implementing shift-left strategies within your IT department.
Date Published December 6, 2021 - Last Updated January 20, 2023
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.
Date Published December 6, 2021 - Last Updated January 20, 2023
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Date Published December 2, 2021 - Last Updated January 20, 2023
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Date Published December 2, 2021 - Last Updated December 16, 2021
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Date Published December 2, 2021 - Last Updated December 16, 2021