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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
How to design service portals and service catalogs so customers will use them.
We all struggle with designing service portals and service catalogs. Designing interfaces that are...
What a time to be alive as a service professional! Whereas many service departments have been viewed as reactive cost centers in the past, the customer experience revolution has ch...
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...
A ticket is not resolved until the customer says it’s resolved.
One of the temptations support center analysts and technicians have is to mark tickets “resolved&rdqu...
The service management and support world is a community of people who truly like to help.
Amid all the frameworks, metrics, tips, and training advice, we sometimes lose sight of...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth Group businesses. UnitedHealthcare is focused on health ben...
Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers ignore issues and continue to suffer, rather than contact support and g...
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Center...
I have always had the heart of a desktop technician. Anyone who does realizes that all we really want is to be known as heroes.
We will come into your space, sit down at your de...
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