The Impact of New vs. Known Issues in KCS
As you walk through the service desk, you overhear a support analyst say, “That was a new issue.” If you […]
The Impact of New vs. Known Issues in KCS Read More »
Article
FAQ: How Do You Get Your Customers to Use Self-Service?
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite
FAQ: How Do You Get Your Customers to Use Self-Service? Read More »
Build a Service and Support Quality Program That Works
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 »
Use Journey Mapping for ITSM Processes
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 »
Metric of the Month: Annual Agent Turnover
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 »
5 Tips for Support Center Directors
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 »
Justify Your Support Center
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 »
Improve Your Ticket Categorization Scheme
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 »
The Penn State OAR Value Transformation
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 »
The Heart of the Customer Experience: Can We Measure It?
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 »