The technical environment is getting more complex and diversified, and the demands put on the support center increase daily.
Tag(s): supportworld, support center, technology
Date Published July 18, 2018 - Last Updated December 13, 2018
Learn the five barometers of winning team cultures and the four components to turn a team’s culture around.
Tag(s): supportworld, workforce enablement, workforce enablement, team building, culture
Date Published July 17, 2018 - Last Updated December 13, 2018
Use lessons learned from the cloud to optimize service management.
Tag(s): supportworld, service management, ITSM, cloud computing
Date Published July 12, 2018 - Last Updated December 13, 2018
Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.
Tag(s): supportworld, desktop support, metrics and measurements
Date Published July 11, 2018 - Last Updated December 13, 2018
If individuals are in the wrong roles or have moved past their usefulness in a role, the processes and procedures we have so carefully aligned can fail.
Tag(s): supportworld, workforce enablement, workforce enablement, people
Date Published July 10, 2018 - Last Updated December 13, 2018
It’s one thing to define and collect measures for the service desk. It is completely another thing to identify and collect the right measures.
Tag(s): supportworld, metrics and measurements, service management, ITSM
Date Published July 5, 2018 - Last Updated December 13, 2018
Many service management professionals struggle with designing a service portal from the customer’s standpoint.
Tag(s): supportworld, service management, service design, self-service
Date Published July 3, 2018 - Last Updated December 13, 2018
More than one-third of organizations identify “managing an increased workload with existing staff” as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern...
Tag(s): incident management, webinars, supportworld
Date Published June 27, 2018 - Last Updated September 24, 2021
DevOps embodies the people, process, and technology philosophy by advocating that cultural transformation is as significant as digital transformation.
Tag(s): supportworld, service management, ITSM, IT service management, devops, culture
Date Published June 27, 2018 - Last Updated December 13, 2018
Learn how HDI members are handling SLAs for service desk call abandonment rate.
Tag(s): supportworld, metrics and measurements, FAQ, service management, service level agreement, SLA
Date Published June 26, 2018 - Last Updated December 13, 2018