Quality programs involve assessing the service delivery and process adherence of support teams. The goal is to improve the customer […]
Build a Service and Support Quality Program That Works Read More »
Process documentation and adoption is a key aspect of maturing a service management practice, yet it is often performed in
Use Journey Mapping for ITSM Processes Read More »
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
Metric of the Month: Annual Agent Turnover Read More »
While delivering a recent Virtual HDI Support Center Director course, a student asked what advice I would give a director
5 Tips for Support Center Directors Read More »
4 steps to influence the perception of value If your CIO asked you today to justify having the IT support
Justify Your Support Center Read More »
What is ticket categorization, and why is it so important to the success of a support center? Ticket categorization is
Improve Your Ticket Categorization Scheme Read More »
From questionable to unquestioned value How does any support organization move from having questionable value to one whose value and
The Penn State OAR Value Transformation Read More »
I have earned and maintained Superhost status with Airbnb for years. What does that have to do with IT Support?
The Heart of the Customer Experience: Can We Measure It? Read More »
HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, and
FAQ: How Do You Handle Service Desk Staffing for Peaks in Demand? Read More »
5 Steps to Increase Service Desk Effectiveness So you’ve overcome the obstacles of poor ASA and high call abandon rates.