Roy Atkinson

Bio

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Recent articles

Single Point of Contact: Rae Ann Bruno

Single Point of Contact: Jason Wischer

Emerging Lessons for Executives from the Pandemic

ITSM in 2020: Finally Putting People First

Single Point of Contact: David Moskowitz

SupportWorld Virtual: Take It Away!

The Business of Enterprise Service Management

Single Point of Contact: Claire Agutter

Single Point of Contact: Ben Brennan on Customer Experience for IT

Single Point of Contact: Charles Araujo on Digital Transformation

Executive Challenge: Changes in Technology

Single Point of Contact: Julie Mohr

Single Point of Contact: Barclay Rae

Single Point of Contact: Michael Kublin

Single Point of Contact: Leslie O’Flahavan

Single Point of Contact: David Cannon

Knowledge Management and Missed Opportunity

ITIL 4, Part 2: The Guiding Principles

Single Point of Contact: Jeff Toister

Single Point of Contact: Donna Knapp

Single Point of Contact: Chris Chagnon

The Power of Proactive Service and Support

ITIL 4, Part 1: Our Language Is About to Change

Single Point of Contact: Doug Tedder

Single Point of Contact: Phyllis Drucker

Single Point of Contact: Stephen Mann

Metrics and Storytelling

Single Point of Contact: Peter McGarahan

Single Point of Contact: Fancy Mills

Insight: Contacts per User per Year—and More

The State of Technical Support in 2019

Single Point of Contact: Simone Jo Moore

Stop Asking When AI and Automation Are Coming—They Are Here

Single Point of Contact: Gregg Gregory

Single Point of Contact: Patti Blackstaffe

Cybersecurity: The Latest IT Silo?

Single Point of Contact: Jim Bolton

Single Point of Contact: Greg Sanker

Single Point of Contact: Aprill Allen

DevOps and ITSM: Why Are We Arguing?

The Impact of Automation on Metrics

Preparation for Automation

2017: Another Year Support Didn’t Vanish

A Framework Is a Recipe

Service Management: Ch-ch-ch-changes

Enterprise Service Management: Ensure that Your Tool Can Do ESM Properly

Enterprise Service Management: Learn Other Languages

Enterprise Service Management: Get Your Own House in Order

Enterprise Service Management: Make Sure It’s Not About You

Enterprise Service Management: Assessing Your Need for Cultural Change

Enterprise Service Management: The Top 5 Things You're Not Doing

#HDIchat Recap: How Do SLAs Affect Your Service to the Organization?

#HDIchat Recap: What Do Your Customers Really Care About?

#HDIchat Recap: What's Your Greatest Challenge?

The Trickiness of Benchmarking and Trending Metrics

#HDIchat Recap: What's the Biggest Change in Your Support Center in the Last Year?

#HDIchat Recap: How Are You Handling Knowledge Management?

Good Customer Service and Good Security

#HDIchat Recap: How Do You Write Great Email to Customers?

Single Point of Contact, Not Single Point of Resolution

Why Knowledge Management, and Why Now?

Metrics: What’s the “C” in “FCR”?

#HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?

Increase in Tickets Shows Demand for Desktop Support

#HDIchat Recap: What Channels Are You Adding or Considering for Support?

#HDIchat Recap: What's the Buzz in Your Organization?

Communication Is Always the Key

#HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?

#HDIchat Recap: What Is Your Favorite Metric?

#HDIchat Recap: How Do You Get Your Team Obsessed with Service?

#HDIchat Recap: How Do You Staff for the Holidays and Year-End?

4 Ways to Better Customer Service

Customer Service: Talk the Way People Talk

Staff Satisfaction in Technical Support

Service Management Is Like Mowing Your Lawn

#HDIchat Recap: Are You Seeing Positive Effects from Problem Management?

You Cannot Fix Everything

Schrödinger’s Ticket

#HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?

The Mission of Tech Support Has Changed

When, How, and Why to Conduct a Metrics Review

#HDIchat Recap: I Wish My Staff Understood ______.

Focus on Customer Experience: Combining People and Technology to Deliver for Customers

Focus on Self-Service: Level 0

A Post-FUSION 16 Look at Selecting and Attending a Conference

Disabled Technology Is Useless Technology

How Valuable Is the Transactional Survey?

#HDIchat Recap: What Is Your Organization Investing In?

Customer Experience: Banish the Words “Call Deflection”

#HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?

Customer Experience: The What and the How

The Employee and Customer Satisfaction Effect

Customer Experience: What It Is and Is Not

IT Is All About Communication

Never Forget Why You Do This

#HDIchat Recap: Training

Focus on Developments in Desktop Support

#HDIchat Recap: When and How Do You Do Your Strategic Planning?

Metrics: First Level Resolution

Tips and Strategies for Self-Service

Focus on Improvement: Making the Case to Your Management

How Old Is It in IT years?

#HDIchat Recap: What Are Your Key Metrics and Why?

Optimize People, Process, and Technology: Using Contractors to Handle Rollouts

Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive

#HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?

Focus on People: Skills, Training, and Satisfaction in Technical Support

Chat for Support: Some Things to Consider

#HDIchat Recap: Getting the Most Out of a Conference

#HDIchat Recap: Is ITIL Still Relevant?

Implementing New Technologies: Systems Thinking

3 Reasons Your Self-Service Site Doesn’t Work

Why Excellent Service Is More Important Now

Artificial Intelligence: Shifting Work and Shifting Skills

Remote Control and the Changing Role of Desktop Support

Getting Escalated Issues Addressed

Single Point of Contact: Stuart Rance

#HDIchat Recap: What Are You Doing to Improve Team Relationships?

Gratitude and Productivity at HDI 2018 Conference & Expo

#HDIchat Recap: I Wish Our C-Level Execs Understood _________.

Focus on Enterprise Service Management

#HDIchat Recap: How Do You Create a Successful Service Portal?

#HDIchat Recap: How Have You Improved Customer Service in the Past Year?

Considering a New ITSM Tool? Remember the Stakeholders

#HDIchat Recap: What Is Your Biggest Project Right Now?

#HDIchat Recap: Is Your Organization Using Gamification?

The Word Is Optimism

Customer Service Excellence: Now More Than Ever

DevOps and Support: Challenges and Benefits

The Value of Time

Metrics: The Effects of Shift-Left

#HDIchat Recap: What Role Does the Service Desk Play in Information Security?

It's Not About the Machine

#HDIchat Recap: Which Learning Events Do You Attend and Why?

What Happened to Bimodal IT?

Metrics and SLAs Redux

#HDIchat Recap: Metrics - What Will You Stop Tracking This Year?

#HDIchat Recap: How Much Independence Do You Give Your Analysts?

#HDIchat Recap: Does the Service Desk Have a Role in Information Security?

Is the Automation Storm Coming to the Service Desk?

#HDIchat Recap: How Do You Convince Senior Management to Invest in Support?

#HDIchat Recap: Have You Rolled Out Windows 10? When Will You?

Staffing Ratios for Support: Not the Best Way!

It Will Be Different

Gain Industry Knowledge Through Networking

#HDIchat Recap: How Do You Know Your Support Organization Is Valuable to the Business?

Silent Suffering: Why Your Customers Don’t Contact You

#HDIchat Recap: How Do You Handle Staff Vacation Time?

#HDIchat Recap: Skills-Based Routing or Intelligent Swarming?

#HDIchat Recap: Which Skills Are You Looking for When You Hire for the Support Center?

#HDIchat Recap: What (If Any) Are Your Plans for Automation?

Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths

Workforce Enablement: Get Engaged and Go with the Flow

The Angry Customer

Desktop Support: The Conundrum of Travel Time

Metrics: The Effects of Successful Tier 0 (Unassisted) Support

Your Chatbot Needs Help

When Disasters Strike: Preparation, Planning, and Recovery

Level 0.5: Automation and Support

#HDIchat Recap: Has Cloud Adoption Changed Support?

Support Centers Contribute Value with Problem Management

The Mission of Tech Support Has Changed: We Have to Do Better