Roy Atkinson

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Recent articles

2023 in Review and a Look Ahead at 2024

The What and Why of Digital Transformation

Don’t Deflect When Your Users Expect

What to Read About the Future of Working From Home

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: Training

Single Point of Contact, Not Single Point of Resolution

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

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

Customer Experience: The What and the How

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

4 Ways to Better Customer Service

IT Is All About Communication

The Employee and Customer Satisfaction Effect

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

Customer Experience: What It Is and Is Not

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

#HDIchat Recap: How Are You Handling Knowledge Management?

Never Forget Why You Do This

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

Focus on Improvement: Making the Case to Your Management

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

Communication Is Always the Key

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

Staff Satisfaction in Technical Support

Why Knowledge Management, and Why Now?

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

Metrics: First Level Resolution

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

Customer Experience: Banish the Words “Call Deflection”

Disabled Technology Is Useless Technology

#HDIchat Recap: I Wish My Staff Understood ______.

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

When, How, and Why to Conduct a Metrics Review

How Valuable Is the Transactional Survey?

#HDIchat Recap: What Is Your Organization Investing In?

Focus on Self-Service: Level 0

Service Management Is Like Mowing Your Lawn

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

You Cannot Fix Everything

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

The Mission of Tech Support Has Changed

The Trickiness of Benchmarking and Trending Metrics

Schrödinger’s Ticket

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

Focus on Developments in Desktop Support

Tips and Strategies for Self-Service

Increase in Tickets Shows Demand for Desktop Support

Gain Industry Knowledge Through Networking

Customer Service: Talk the Way People Talk

Chat for Support: Some Things to Consider

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 ITIL Still Relevant?

Implementing New Technologies: Systems Thinking

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

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

How Old Is It in IT years?

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

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

Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive

#HDIchat Recap: Is Your Organization Using Gamification?

The Word Is Optimism

Considering a New ITSM Tool? Remember the Stakeholders

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

DevOps and Support: Challenges and Benefits

The Value of Time

Metrics: The Effects of Shift-Left

Customer Service Excellence: Now More Than Ever

Gratitude and Productivity at HDI 2018 Conference & Expo

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

Remote Control and the Changing Role of Desktop Support

Getting Escalated Issues Addressed

Single Point of Contact: Stuart Rance

Focus on Enterprise Service Management

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

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

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

#HDIchat Recap: Getting the Most Out of a Conference

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

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

Desktop Support: The Conundrum of Travel Time

#HDIchat Recap: What Is Your Favorite Metric?

#HDIchat Recap: What's Your Greatest Challenge?

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

Is the Automation Storm Coming to the Service Desk?

Staffing Ratios for Support: Not the Best Way!

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

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

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

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

Silent Suffering: Why Your Customers Don’t Contact You

It Will Be Different

Metrics: What’s the “C” in “FCR”?

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?

Level 0.5: Automation and Support

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

Your Chatbot Needs Help

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?

Support Centers Contribute Value with Problem Management

#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?

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

The Angry Customer

Workforce Enablement: Get Engaged and Go with the Flow

Good Customer Service and Good Security