Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Date Published April 10, 2019 - Last Updated December 17, 2019
Having complementary skill sets on your service desk team is critical for effective problem solving and decision-making.
Date Published April 9, 2019 - Last Updated December 17, 2019
Employ these 10 tips on automation and reporting for service desk success.
Date Published April 4, 2019 - Last Updated December 17, 2019
No matter how good your processes and technology, without a steady people strategy, you will not be able to achieve a great service culture.
Date Published April 3, 2019 - Last Updated December 17, 2019
An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Date Published April 2, 2019 - Last Updated December 17, 2019
The generational gap can lead to frustration and conflict within the workplace, but if done right, can lead to stronger teams and better service to our customers.
Date Published March 28, 2019 - Last Updated December 17, 2019
Opinions about ITIL are varied, but almost everyone agrees it has given information technology (IT) a common language. ITIL 4 brings a major conceptual change.
Date Published March 27, 2019 - Last Updated December 17, 2019
Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Date Published March 26, 2019 - Last Updated December 17, 2019
Roy Atkinson interviewed Doug Tedder about Enterprise Service Management, the VeriSM™ approach, the value of training, and more.
Date Published March 21, 2019 - Last Updated December 17, 2019
Enterprise service management enables organizations to utilize a single operating model for all providers that offer goods and services internally.
Date Published March 20, 2019 - Last Updated December 17, 2019