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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
This year, the HDI SupportWorld publishing calendar included the topics of workforce management, metrics, knowledge management, service management, and customer experience. As one ...
Recently, I had a long conversation with an HDI member (I’ll call him “Max”) who is an IT support manager at a regional medical center. He seemed a bit at wit&rsq...
A number of characteristics make technical support centers different from other types of contact centers:
Support center analysts require special skills and technical trainin...
As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs.
One of the top tr...
Desktop support is more than just the “people who repair computers.” Technicians cover a wide range of responsibilities supporting many tasks, including asset manag...
Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data fo...
Analysts Examine Top Industry Trends at Gartner Symposium/ITxpo, October 21-25 in Orlando
Gartner, Inc. today highlighted the top 10 technologies and trends that will be strategic...
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