Further Confessions of a Neurodivergent Leader
In this second part of a two-part series, an IT service and support thought leader talks about his life with […]
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Gartner IT Service Management Tools Reviews and Ratings
What are IT Service Management Tools? ITSM tools help infrastructure and operations (I&O) organizations manage the consumption of IT services,
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Don’t Overlook the Importance of Communication Skills Training
We have all been there, having to call customer service of a company for which we are a customer. We
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Homoglyphs are what?
Homoglyph attacks are a type of cyberattack where attackers use characters that look similar to other characters to trick users
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Metric of the Month: First Level Resolution Rate
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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New Technology Does Not Always Equal Success
A lesson in organizational change management A business acquaintance was sharing his enthusiasm after purchasing new technology for their company.
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Tips and Strategies for Self-Service
HDI Leadership Forums hold speed-circuit discussions to share ideas One of the features of the HDI Leadership Forums is the
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Lessons in Leadership: Reflections from Julie Mohr
HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented
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Chat for Support: Some Things to Consider
Chat, a.k.a. live chat or web chat is still gaining in popularity. We hear of organizations adding it every day,
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Dashboards 101
Demonstrate a true picture of IT service and support when you select measures that resonate with the business Today’s service