Bringing Microservices to the Service Desk
There’s a term floating around the development world that the service desk can adopt. It’s called microservices. In the application […]
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Desktop Support
How We Transformed an Existing Help Desk Operation
In a preview of a Supportworld Live session, HDI Featured Contributor Mike Hanson describes how he and others at PSCU
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A Journey from Desktop to Comprehensive Support
If you’ve been in the technology support industry for a while, you’ve seen a lot of change. Technologies come and
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9 Guiding Principles for Service Management Leaders
If you’re involved in any aspect of service management, then you are probably familiar with the many challenges involved in
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Measure the Customer Experience in Desktop Support
I have always had the heart of a desktop technician. Anyone who does realizes that all we really want is
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The Journey to Team Excellence: Optum
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth
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Tiered Support Explained
The term tiered support refers to the way that a support center is organized, in order to handle incoming support
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The State of Technical Support in a Digitally Transformed World
This year, the HDI SupportWorld publishing calendar included the topics of workforce management, metrics, knowledge management, service management, and customer
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The Mission of Tech Support Has Changed: We Have to Do Better
In my first post on the topic of support’s changing mission, I mentioned that the volume of incidents continues to
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The Advancement Myth: Rethink Leadership Strategies to Empower Growth
How often have you heard a phrase like, “Helpdesk is a great stepping stone in IT at our organization?” If
The Advancement Myth: Rethink Leadership Strategies to Empower Growth Read More »
