SupportWorld

The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...

The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control...

While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple...

HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest...

Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization. In this webinar, we’ll discuss four key components of transformative training that...

Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address...

Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?

In the...

Is enterprise service management (ESM) merely a hype term, or are organizations actually doing it? What are the business drivers for expanding service management out of IT and across the organization? Which lines of business are adopting service management? What advantages does...

For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and...

In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise...