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