Meet an AI Service Desk Agent
After working on integrating a generative AI tool into his organization’s service desk operation, Moe Suliman contemplates how such a […]
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Featured Article
Here’s Advice for Those Affected by the Great Layoff
HDI Featured Contributor Doug Rabold describes a scenario many of us have gone through, and what steps to take afterwards.
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What We Need to Know about Conflict
Here’s a deep dive into the strategy behind managing the conflict and emotions of heated moments and contentious relationships. Most
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How to Manage a Permanently Distributed Workforce
Here are some simple strategies for coping with the new normal in the IT service and support workplace. A few
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How are XLAs Similar to Love?
We talk about how to have a meaningful, long-lasting relationship with IT service and support clients by utilizing this important
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The Metrics That are Valuable to IT Service Centers
It is important to measure the performance of your IT teams. HDI Featured Contributor Michael Hanson offers some measurement tools
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In an IT Career, Patience May be an Overlooked Virtue
A Q&A with N.J. Robinson, a longtime member of the HDI Strategic Advisory Board, on what he’s learned throughout his
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The Rise of the Machines: Is Your IT Job at Risk?
Machine learning and AI is already automating some tasks which once required human effort, but the new wave of technology
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Buzzwords Without Action Can Become Empty Promises
From an Omdia analyst, here are some suggestions for ways we can put action behind those memo-headline catchphrases. We are
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A Primer on Emotional Intelligence and Soft Skills
Automation may free up managers to practice the forgotten art of connecting deeply with their team members. Here is how
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