Roy Atkinson


Roy Atkinson

Bio

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.


Recent articles

  • 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 You Staff for the Holidays and Year-End?
  • #HDIchat Recap: What's Your Greatest Challenge?
  • IT Is All About Communication
  • Never Forget Why You Do This
  • 4 Ways to Better Customer Service
  • #HDIchat Recap: How Are You Handling Knowledge Management?
  • Customer Service: Talk the Way People Talk
  • #HDIchat Recap: What's the Buzz in Your Organization?
  • Increase in Tickets Shows Demand for Desktop Support
  • Single Point of Contact, Not Single Point of Resolution
  • #HDIchat Recap: What Is Your Favorite Metric?
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • #HDIchat Recap: How Do You Get Your Team Obsessed with Service?
  • #HDIchat Recap: What Do Your Customers Really Care About?
  • #HDIchat Recap: How Do SLAs Affect Your Service to the Organization?
  • #HDIchat Recap: Training
  • Metrics: First Level Resolution
  • Disabled Technology Is Useless Technology
  • #HDIchat Recap: I Wish My Staff Understood ______.
  • A Post-FUSION 16 Look at Selecting and Attending a Conference
  • Customer Experience: Banish the Words “Call Deflection”
  • #HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?
  • Staff Satisfaction in Technical Support
  • Metrics: What’s the “C” in “FCR”?
  • Good Customer Service and Good Security
  • Communication Is Always the Key
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?
  • #HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?
  • Why Knowledge Management, and Why Now?
  • #HDIchat Recap: What's the Biggest Change in Your Support Center in the Last Year?
  • #HDIchat Recap: How Do You Write Great Email to Customers?
  • Focus on Customer Experience: Combining People and Technology to Deliver for Customers
  • Focus on Developments in Desktop Support
  • Focus on Improvement: Making the Case to Your Management
  • Schrödinger’s Ticket
  • The Trickiness of Benchmarking and Trending Metrics
  • #HDIchat Recap: When and How Do You Do Your Strategic Planning?
  • The Employee and Customer Satisfaction Effect
  • Customer Experience: The What and the How
  • Tips and Strategies for Self-Service
  • Customer Experience: What It Is and Is Not
  • Focus on Self-Service: Level 0
  • When, How, and Why to Conduct a Metrics Review
  • How Valuable Is the Transactional Survey?
  • #HDIchat Recap: What Is Your Organization Investing In?
  • #HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?
  • You Cannot Fix Everything
  • The Mission of Tech Support Has Changed
  • #HDIchat Recap: Are You Seeing Positive Effects from Problem Management?
  • Service Management Is Like Mowing Your Lawn
  • #HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?
  • #HDIchat Recap: What Are Your Key Metrics and Why?
  • How Old Is It in IT years?
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive
  • Chat for Support: Some Things to Consider
  • #HDIchat Recap: Getting the Most Out of a Conference
  • Implementing New Technologies: Systems Thinking
  • #HDIchat Recap: Is ITIL Still Relevant?
  • Optimize People, Process, and Technology: Using Contractors to Handle Rollouts
  • 3 Reasons Your Self-Service Site Doesn’t Work
  • Why Excellent Service Is More Important Now
  • Artificial Intelligence: Shifting Work and Shifting Skills
  • #HDIchat Recap: Is Your Organization Using Gamification?
  • Remote Control and the Changing Role of Desktop Support
  • Getting Escalated Issues Addressed
  • Single Point of Contact: Stuart Rance
  • Gratitude and Productivity at HDI 2018 Conference & Expo
  • #HDIchat Recap: What Are You Doing to Improve Team Relationships?
  • #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: What Role Does the Service Desk Play in Information Security?
  • #HDIchat Recap: How Have You Improved Customer Service in the Past Year?
  • Considering a New ITSM Tool? Remember the Stakeholders
  • DevOps and Support: Challenges and Benefits
  • #HDIchat Recap: What Is Your Biggest Project Right Now?
  • The Word Is Optimism
  • The Value of Time
  • Metrics: The Effects of Shift-Left
  • Customer Service Excellence: Now More Than Ever
  • #HDIchat Recap: Which Learning Events Do You Attend and Why?
  • Level 0.5: Automation and Support
  • #HDIchat Recap: Metrics - What Will You Stop Tracking This Year?
  • What Happened to Bimodal IT?
  • Metrics and SLAs Redux
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • Staffing Ratios for Support: Not the Best Way!
  • #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?
  • It's Not About the Machine
  • Gain Industry Knowledge Through Networking
  • Silent Suffering: Why Your Customers Don’t Contact You
  • #HDIchat Recap: How Do You Know Your Support Organization Is Valuable to the Business?
  • It Will Be Different
  • #HDIchat Recap: How Do You Handle Staff Vacation Time?
  • The Angry Customer
  • #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?
  • Workforce Enablement: Get Engaged and Go with the Flow
  • Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths
  • Desktop Support: The Conundrum of Travel Time
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support
  • Your Chatbot Needs Help
  • The Mission of Tech Support Has Changed: We Have to Do Better
  • When Disasters Strike: Preparation, Planning, and Recovery
  • #HDIchat Recap: Has Cloud Adoption Changed Support?
  • Support Centers Contribute Value with Problem Management
  • #HDIchat Recap: Skills-Based Routing or Intelligent Swarming?