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Self-Service Metrics, Part 1: Demystifying the Terminology Behind Anal...

by HDI Support World Magazine   Fri 19 April 2019

If you’ve been around the world of service management in recent years, you have no doubt become increasingly familiar with the concept of shift left, a strategy for shifting ...

10 Tips for Automation and Reporting...

by HDI Support World Magazine   Thu 04 April 2019

5 Tips for Automation Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda...

The Secret Ingredients to a Great Service Culture...

by HDI Support World Magazine   Wed 03 April 2019

The recipe for great IT services has always been a combination of people, processes, and technology. With the increased focus on the customer experience and employee engagement, ha...

FAQ: What Is Your Definition of First Contact Resolution?...

by HDI Support World Magazine   Tue 02 April 2019

Today, I’m sharing a recent question from Connect about First Contact Resolution and my response.   Q: Hi all. I'm looking for a good definition of First Contact R...

Why IT Needs HR and Vice-Versa: Strategies for Enterprise Service Mana...

by HDI Support World Magazine   Wed 20 March 2019

It’s been said that “HR is the new IT.” This generally refers to a common direction towards building HR solutions centers and shared service center designs for ma...

The Confidence of the Incompetent: Why Bad Leaders Are Hard to Help...

by HDI Support World Magazine   Thu 14 March 2019

Imagine that you are in a large room full of brilliant executive leaders. Everyone is waiting with anticipation to receive an inspiring message from a renowned organizational psych...

The Importance of One-on-One Meetings...

by HDI Support World Magazine   Wed 13 March 2019

In my pursuit to help my employees improve their career satisfaction, I came across something called one-on-one meetings. I know this is nothing new to most nor a revolutionary con...

The Power of Story for Your Data...

by HDI Support World Magazine   Tue 12 March 2019

“Stories are relics, part of an undiscovered pre-existing world. The writer’s job is to use the tools in his or her toolbox to get as much of each one out of the ground...

Telling Your (Business Value) Story...

by HDI Support World Magazine   Wed 06 March 2019

What is “value?” Think back to the last time you made a major purchase, like a car. Why did you choose the car you did? Perhaps it was because of the features insta...

Managing the Changes Deployed by Your Cloud Vendor...

by HDI Support World Magazine   Wed 27 February 2019

Yikes! My Cloud host service made a change; now my services aren’t working anymore! Let’s say you have outsourced at least some of the services you provide to your...

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