What are IT Service Management Tools? ITSM tools help infrastructure and operations (I&O) organizations manage the consumption of IT services, […]
Gartner IT Service Management Tools Reviews and Ratings Read More »
We have all been there, having to call customer service of a company for which we are a customer. We
Don’t Overlook the Importance of Communication Skills Training Read More »
Homoglyph attacks are a type of cyberattack where attackers use characters that look similar to other characters to trick users
Homoglyphs are what? 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: First Level Resolution Rate Read More »
A lesson in organizational change management A business acquaintance was sharing his enthusiasm after purchasing new technology for their company.
New Technology Does Not Always Equal Success Read More »
HDI Leadership Forums hold speed-circuit discussions to share ideas One of the features of the HDI Leadership Forums is the
Tips and Strategies for Self-Service Read More »
HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented
Lessons in Leadership: Reflections from Julie Mohr Read More »
Chat, a.k.a. live chat or web chat is still gaining in popularity. We hear of organizations adding it every day,
Chat for Support: Some Things to Consider Read More »
Demonstrate a true picture of IT service and support when you select measures that resonate with the business Today’s service
If you are lucky enough to have a very good cook as a friend or partner, you’ve probably watched them
A Framework Is a Recipe Read More »