Jeff Rumburg explores the cause-and-effect relationships between desktop support KPIs.
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.
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.
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.
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...
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.
Date Published June 27, 2018 - Last Updated December 13, 2018
Learn how HDI members are handling SLAs for service desk call abandonment rate.
Date Published June 26, 2018 - Last Updated December 13, 2018
Learn what it takes for a company to be ready to adopt emerging technologies and remain competitive and efficient within their industry.
Date Published June 20, 2018 - Last Updated December 13, 2018
Companies are focusing on hiring employees with skills that thrive in a culture that embraces change and innovation.
Date Published June 19, 2018 - Last Updated December 13, 2018
For successful knowledge management, create a culture of knowledge sharing by demonstrating ROI to the business, sharing strategies across departments, and measuring results.
Date Published June 13, 2018 - Last Updated December 13, 2018