Roy Atkinson


Roy Atkinson

Bio

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

Recent articles

  • 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
  • Staff Satisfaction in Technical Support
  • #HDIchat Recap: Training
  • #HDIchat Recap: How Do SLAs Affect Your Service to the Organization?
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?
  • #HDIchat Recap: What Do Your Customers Really Care About?
  • #HDIchat Recap: How Do You Get Your Team Obsessed with Service?
  • #HDIchat Recap: How Do You Staff for the Holidays and Year-End?
  • Metrics: What’s the “C” in “FCR”?
  • Good Customer Service and Good Security
  • 4 Ways to Better Customer Service
  • Single Point of Contact, Not Single Point of Resolution
  • IT Is All About Communication
  • Never Forget Why You Do This
  • Communication Is Always the Key
  • #HDIchat Recap: How Are You Handling Knowledge Management?
  • #HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • You Cannot Fix Everything
  • A Post-FUSION 16 Look at Selecting and Attending a Conference
  • Service Management Is Like Mowing Your Lawn
  • #HDIchat Recap: Are You Seeing Positive Effects from Problem Management?
  • The Trickiness of Benchmarking and Trending Metrics
  • #HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?
  • The Mission of Tech Support Has Changed
  • #HDIchat Recap: What Is Your Organization Investing In?
  • How Valuable Is the Transactional Survey?
  • #HDIchat Recap: I Wish My Staff Understood ______.
  • When, How, and Why to Conduct a Metrics Review
  • Customer Experience: Banish the Words “Call Deflection”
  • Disabled Technology Is Useless Technology
  • Schrödinger’s Ticket
  • Tips and Strategies for Self-Service
  • #HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?
  • #HDIchat Recap: What's the Biggest Change in Your Support Center in the Last Year?
  • Customer Experience: What It Is and Is Not
  • Why Knowledge Management, and Why Now?
  • The Employee and Customer Satisfaction Effect
  • Customer Experience: The What and the How
  • #HDIchat Recap: How Do You Write Great Email to Customers?
  • #HDIchat Recap: When and How Do You Do Your Strategic Planning?
  • Metrics: First Level Resolution
  • Focus on Customer Experience: Combining People and Technology to Deliver for Customers
  • Focus on Improvement: Making the Case to Your Management
  • Focus on Developments in Desktop Support
  • Focus on Self-Service: Level 0
  • Optimize People, Process, and Technology: Using Contractors to Handle Rollouts
  • Implementing New Technologies: Systems Thinking
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • #HDIchat Recap: What Has Been the Best Thing About 2016 for Your Team?
  • How Old Is It in IT years?
  • #HDIchat Recap: What Are Your Key Metrics and Why?
  • #HDIchat Recap: Is ITIL Still Relevant?
  • #HDIchat Recap: Getting the Most Out of a Conference
  • Let’s Be Careful How We Spend Our Money: And Other Tech Support Myths
  • Workforce Enablement: Get Engaged and Go with the Flow
  • Artificial Intelligence: Shifting Work and Shifting Skills
  • Why Excellent Service Is More Important Now
  • 3 Reasons Your Self-Service Site Doesn’t Work
  • Chat for Support: Some Things to Consider
  • Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive
  • Single Point of Contact: Stuart Rance
  • Getting Escalated Issues Addressed
  • Remote Control and the Changing Role of Desktop Support
  • #HDIchat Recap: What Are You Doing to Improve Team Relationships?
  • Gratitude and Productivity at HDI 2018 Conference & Expo
  • #HDIchat Recap: What Role Does the Service Desk Play in Information Security?
  • #HDIchat Recap: How Do You Create a Successful Service Portal?
  • #HDIchat Recap: How Have You Improved Customer Service in the Past Year?
  • #HDIchat Recap: I Wish Our C-Level Execs Understood _________.
  • Focus on Enterprise Service Management
  • The Word Is Optimism
  • #HDIchat Recap: Is Your Organization Using Gamification?
  • Considering a New ITSM Tool? Remember the Stakeholders
  • Customer Service Excellence: Now More Than Ever
  • Metrics: The Effects of Shift-Left
  • The Value of Time
  • DevOps and Support: Challenges and Benefits
  • #HDIchat Recap: What Is Your Biggest Project Right Now?
  • It Will Be Different
  • Silent Suffering: Why Your Customers Don’t Contact You
  • #HDIchat Recap: How Do You Know Your Support Organization Is Valuable to the Business?
  • Gain Industry Knowledge Through Networking
  • #HDIchat Recap: Which Learning Events Do You Attend and Why?
  • It's Not About the Machine
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • #HDIchat Recap: What Is Your Favorite Metric?
  • Customer Service: Talk the Way People Talk
  • #HDIchat Recap: What's the Buzz in Your Organization?
  • Increase in Tickets Shows Demand for Desktop Support
  • #HDIchat Recap: What's Your Greatest Challenge?
  • #HDIchat Recap: Have You Rolled Out Windows 10? When Will You?
  • #HDIchat Recap: How Do You Convince Senior Management to Invest in Support?
  • Staffing Ratios for Support: Not the Best Way!
  • Is the Automation Storm Coming to the Service Desk?
  • #HDIchat Recap: Does the Service Desk Have a Role in Information Security?
  • #HDIchat Recap: Skills-Based Routing or Intelligent Swarming?
  • Support Centers Contribute Value with Problem Management
  • #HDIchat Recap: Has Cloud Adoption Changed Support?
  • #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?
  • Desktop Support: The Conundrum of Travel Time
  • The Angry Customer
  • #HDIchat Recap: How Do You Handle Staff Vacation Time?
  • Level 0.5: Automation and Support
  • #HDIchat Recap: Metrics - What Will You Stop Tracking This Year?
  • Metrics and SLAs Redux
  • What Happened to Bimodal IT?
  • The Mission of Tech Support Has Changed: We Have to Do Better
  • When Disasters Strike: Preparation, Planning, and Recovery
  • Your Chatbot Needs Help
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support