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Glossary of Support Center and Service Desk Terms...

by HDI   Sat 01 October 2011

This year's Glossary of Support Center and Service Desk Terms is a major revision of the Glossary of Support Center and Help Desk Terms (2007) and includes language related to soci...

Project Management Essentials: A Guide for IT Service and Support Prof...

by HDI   Fri 01 July 2011

In Project Management Essentials, Maurey Wolk sets a simple goal: “To provide a useable, structured process that will enable you to deliver on your project’s real-wor...

It's Not Just the Numbers: Performance Management for Support Teams...

by HDI   Fri 01 April 2011

In It’s Not Just the Numbers: Performance Management for Support Teams, Mike Hanson tackles the complex world of gathering information on staff performance and putting it to...

Transforming Your People Resources - A Continual Learning Approach...

by HDI   Sat 01 January 2011

In this “Focus On” publication, Paul Dooley draws the parallel between continual process improvement and continual people improvement. Drawing on specific information...

How to Handle Customer Complaints...

by HDI   Fri 01 October 2010

Customer complaints are important to any business and you should encourage your customers to share them. But you must take their complaints seriously and make them feel like th...

What Have You Done for Me Lately? Creating an Internal Marketing Cultu...

by HDI   Thu 01 July 2010

If you aren’t marketing your IT department internally, then you’re letting your customer define the company’s perception of your value. This can have a seriou...

Emerging Practices in Desktop Support...

by HDI   Thu 01 April 2010

While the desktop support function has a long history in IT support, there are few established best practices, standards, or ongoing research efforts to support its growth and ma...

Without a Jacket: Good Practices in Implementing Virtual Employee Prog...

by HDI   Thu 01 October 2009

While virtual employment is growing in popularity in all sectors of the global economy, what is often overlooked is the fact that despite the glamour and perceived ease of “t...

Without a Jacket: Good Practices in Implementing Virtual Employee Prog...

by HDI   Wed 01 July 2009

With the explosion of the global economy and information technology it is now possible for a knowledge worker to work, literally, anywhere. The act of working from one’s ho...

Best Practice Methodology for Selecting Support Center Tools, Technolo...

by HDI   Wed 01 April 2009

This focus book provides a proven methodical approach to selecting the proper tools, technologies, and software necessary to support the everchanging business needs of your service...

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