Organizations must overcome the limitations of VPNs to become true digital businesses and rethink how they can better support and secure their remote workforce. Here is the argument as to why from a chief security officer, and tips for how to do it.
Date Published June 2, 2021 - Last Updated December 16, 2021
Experts predicted that it would take some time for the industry to adopt cloud technology because of initial limitations, but all that has changed as the capabilities have become scalable to meet differing needs. Best-of-breed capabilities, customizable user interface, availability, and...
Date Published June 1, 2021 - Last Updated July 26, 2021
We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT service and support industry. Each column can serve as a great introduction or refresher of the way we measure how the job gets done.
Date Published May 26, 2021 - Last Updated January 20, 2023
We ask five questions of Lisa Kemp Jones, who leads the Customer Engagement unit of IT Services at UCLA and is part of HDI’s Strategic Advisory Board. She recommends keeping your eyes, ears, and mind open at every stage in your career.
Date Published May 25, 2021 - Last Updated July 26, 2021
The benefits of microshifts can reach far beyond maintaining staffing levels. The practice can be utilized as a way to build up goodwill and create a sense of mission among employees, and can even help expose your future leadership to new parts of the organization.
Date Published May 24, 2021 - Last Updated December 16, 2021
While some hacks are sophisticated, many more rely on gaining the trust of employees to gain essential credentials to compromise security. Implementing cybersecurity best practices will enable your organization to work productively and safely without having your information hijacked by...
Date Published May 19, 2021 - Last Updated July 26, 2021
There is an impulse to deliver exceptional service to all, and the prospect of offering premium service seems to run counter to that. However, if you can establish great service as the baseline, then offering premium-level service for those who can pay makes the business model more affordable...
Date Published May 18, 2021 - Last Updated July 26, 2021
In our continuing series on shifting to a value-driven service management model, Alma Miller discusses the lessons she learned from a disastrous 24-hour road trip with her family. During the trip, she learned the value of abandoning a plan that isn’t working for all stakeholders.
Date Published May 17, 2021 - Last Updated December 16, 2021
As IT operations continue drifting into the cloud, it's important to ensure that organization personnel keep pace with the latest skills and practices. It’s not enough to find people who are skilled in cloud technology; you need to prioritize training for it within your existing workforce.
Date Published May 12, 2021 - Last Updated July 26, 2021
Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss how to change your hiring process and recruitment process to find people who have some IT skills and versatility, and provide a strong customer experience.
Date Published May 11, 2021 - Last Updated July 26, 2021