Do Executives Help or Hinder Agile Teams?
Executives have priorities that may conflict with agile practices and mindsets. They can play a critical role in empowerin...
Why Service Desk Managers and Their IT Service Desks Need XLAs
Metrics are not enough for understanding whether or not your IT service is meeting the needs of your client or organizatio...
How to Create a Cybersecurity Risk Assessment
Cybercriminals are targeting small- and mid-sized businesses more often than in the past. Don't get caught flat-foot...
Three Things for Service Desks and Service Managers to Do in 2020
Best of HDI in 2020 - #7 If you had three wishes that would grant any IT improvements in 2020, what would they be? If ...
How to Build a Business Case for Your Next IT Project
The technology buying process can be challengingsecuring budget and corralling stakeholders aren't easy. But if you kn...
Creating Company Culture Through Knowledge-Centered Support
Knowledge-centered support is important, but it will only succeed within a company when it aligns with the shared values...
Employee Engagement is a Vital Part of the IT Mission
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee e...

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