This HDI Toolkit is a series of practical “how-to” instructive job aids designed with the IT service management practitioner in mind. Each area of focus can be studied
Customer support and employee support continue to blur as user expectations grow more similar. This convergence and technology enhancements put increased stresses on support organizations to meet evolving
Customers and employees expect support organizations to keep their mobile devices running efficiently and effectively – just like their desktops and laptops. Download this eBook to learn how
The way companies approach support services is changing – both in terms of the organizational structure as well as the areas of focus and key performance indicators (KPIs).
In research conducted by HDI and Robert Half Technology on the technical support center of the future, the key is passion for supporting customers and with social intelligence—a
Given everything from new devices and security concerns to increasingly tech-savvy end users and the costs of supporting a sprawling infrastructure, there’s no denying the growing complexity of
Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development involves providing video-assisted
Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how
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