Why IT Needs HR and Vice-Versa: Strategies for Enterprise Service Management
It's been said that "HR is the new IT." This generally refers to a common direction towards building HR so...
Self-Service Metrics, Part 1: Demystifying the Terminology Behind Analytics
If you've been around the world of service management in recent years, you have no doubt become increasingly familia...
3 Technologies to Power a Successful IT Self-Service Experience
Today's customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service too...
FAQ: How Do You Get Your Customers to Use Self-Service?
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and techn...
The User Experience of a Pig
How to design service portals and service catalogs so customers will use them. We all struggle with designing service ...
Bring DX/UX to the Service Portal
The game has changed for technical organizations introducing self-service or a service portal to their customers. Instea...
What is LZS? Level Zero Solvable
So, what is LZS? It is a metric level zero solvable, that measures the percent of incidents resolved by the support cent...

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