Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers rebel at being questioned. Automated authentication tools may be the rare instance when tech can help avoid a pitfall in interactions with customers.
Date Published November 19, 2021 - Last Updated January 20, 2023
Change is hard, especially when human nature creates some very predictable and unreasonable workarounds to a perfectly good change management process. In part two of this series, here are five more pitfalls to change management, and how to do your best to avoid them.
Date Published November 18, 2021 - Last Updated January 20, 2023
Change management is a wonderful process...until it isn’t. Here, an IT service and support pro who is well versed in this process describes a few things that go wrong, and provides tips for how to avoid these common pitfalls.
Date Published November 18, 2021 - Last Updated January 20, 2023
Want a chance to share your wisdom and perspective with other IT service and support professionals? We’re putting out a call for those who can contribute six or more articles per year as part of our volunteer HDI featured contributor team. Read on for more details.
Date Published November 17, 2021 - Last Updated January 20, 2023
We include a link for how to easily nominate the colleagues you feel are the most influential or the best teachers in the IT service and support industry. Be sure to make your nominations by December 18th, and tell us who should make the list!
Date Published November 16, 2021 - Last Updated December 16, 2021
In hybrid fashion, we handed out the hardware to recognize the best in technical support and service management. The event was held at SupportWorld Live in Orlando, and streamed online. Don’t forget - there’s still time to enter the next awards cycle!
Date Published November 10, 2021 - Last Updated December 16, 2021
Doug Rabold, one of the speakers at HDI Support World Live this year, reflects on how many in the HDI community have helped him learn the ropes after a mid-career shift to IT Service Management. He now relishes being in the position to give back.
Date Published November 9, 2021 - Last Updated December 16, 2021
In a passage from her book, “Trust Me - Restore Belief & Confidence in an Uncertain World”, Lea Brovedani demonstrates how managers think trust in their leadership is higher than it often is, and why that’s important to fix.
Date Published November 9, 2021 - Last Updated January 20, 2023
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can even create more work for your team. Here, we walk you through a step-by-step process on how to determine what to automate and how best to do it.
Date Published November 3, 2021 - Last Updated December 16, 2021
In the world of service management, we’re not evaluating products, but services, which are even more difficult to comprehensively assess via customer surveys alone. Here’s how to make sure the data you are getting is much more than noise.
Date Published November 2, 2021 - Last Updated January 20, 2023