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
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
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