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Source - HDI Report


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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

Tag - customer experience

No News Is Good News: Common Phrases that Will Destroy Your Service Qu...

by HDI Support World Magazine  Tue 11 June 2019

A simple phrase is keeping you from greatness. Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that will degrad...

A Profile in Change Management: Housing 21 Information Services Team...

by HDI Support World Magazine  Thu 19 December 2019

Housing 21 is a leading, not-for-profit provider of retirement housing and extra care for older people of modest means. Based in Birmingham, they operate in nearly 200 local author...

A Profile in Knowledge Management: Chick-fil-A HELP...

by HDI Support World Magazine  Wed 18 December 2019

Chick-fil-A is the third largest American fast food restaurant chain and the largest specializing in chicken. The company, founded in 1946 and headquartered in College Park, Georgi...

A Profile in Service Improvement: Mercy Technology Services Help Butto...

by HDI Support World Magazine  Tue 17 December 2019

Mercy Technology Services (MTS) provides and manages technology solutions for Mercy, one of the largest Catholic health systems in the nation, and since 2014 extends services to ot...

10 Tips to Elevate Your Self-Service Portal...

by HDI Support World Magazine  Wed 13 November 2019

Self-service portals are quickly becoming the fastest way to transform the way we deliver IT services to our users and expedite our shift-left strategies. But how do you get starte...

How to Create a Winning Support Strategy in the Age of Digital Transfo...

by HDI Support World Magazine  Wed 06 November 2019

The era of digital transformation has injected new life into the old wisdom, “The only constant in life is change.” In our plugged-in world, change is happening at a br...

Duquesne University’s Journey to Build a Strong Student Support Staff...

by HDI Support World Magazine  Wed 23 October 2019

In tech support for higher education, we have the unique opportunity to provide students with a great real-world experience of serving others while gaining valuable technology skil...

ITSM Should Be the Star, Not the Wallflower, at Your DevOps Party...

by HDI Support World Magazine  Tue 15 October 2019

Support is often the forgotten partner in any DevOps initiative. Where we have come a long way in making sure development partners well with operations to get new releases up and r...

Working in Support Is a Career! My Journey to Find My Passion as a Sup...

by HDI Support World Magazine  Wed 18 September 2019

Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant at home no less, is the kind of scary that’s best avo...

More than a Ticket: Customer-Focused Experience Design in ITSM...

by HDI Support World Magazine  Thu 19 September 2019

The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega, and the reason we wake up every day. Alright, that may be a...

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