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HDI

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  • Get IT Done: Strategies for Supporting the Modern Workforce
    Get IT Done: Strategies for Supporting the Modern Workforce Roy Atkinson and Peter Zeinoun Recorded: Jul 24 2018 59 mins
    More than one-third of organizations identify "managing an increased workload with existing staff" as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern workforce: traditional workspaces are giving way to a remote workforce and the gig economy. These workers bring with them their own devices for use at work and are conditioned to expect business apps to be as lightweight and frictionless as the apps used in their consumer lives.

    In this webinar, HDI Senior Analyst and Peter Zeinoun will provide essential information for support leaders who must reimagine how to deliver an "awesome" support experience for employees, improving both the productivity of the modern workforce and those who support them.

    In this webinar, we will discuss:

    *How the employee support dynamic is shifting
    *How to create a frictionless employee experience
    *How to use training and professional development to increase productivity, retention, and morale
  • The Future of the IT Support Center
    The Future of the IT Support Center Roy Atkinson and Stephen Smith Recorded: Jun 19 2018 62 mins
    Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (helpdesks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself.

    The customers and end users seeking support will be increasingly mobile, more likely to be using their own devices and applications, and more tech-savvy than in the past. Support centers will be handling fewer easy, “one and done” contacts, and will need increasingly sophisticated knowledge and tools to maintain their organization’s workforce.

    You will learn about:
    * How new technologies both impact and enable the service and support center’s role
    * How to think about the coming innovations in automation and artificial intelligence


    Who Should Attend:
    * New and established service and support leaders
    * Anyone wishing to learn more about how the world of support will change over the next few years
  • The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc.
    The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc. Mike Hanson, Tabitha Scarbrough, and Leslie Cook (moderator) Recorded: Jun 7 2018 54 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Team Excellence Award recognizes technical service and support teams that have most enhanced the image of the profession by setting and achieving the highest standards of excellence in customer support.

    Attend this webinar to hear Optum Inc. share their story and to learn more about HDI's industry award program.
  • The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees
    The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees Rob Allen, Brittany Muxlow, Kristin Luebke, Tabitha Scarbrough, and Leslie Cook (moderator) Recorded: Jun 6 2018 60 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Analyst of the Year Award recognizes the support industry's top front-line service and support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers.

    * The HDI Desktop Support Technician of the Year Award recognizes desktop support professionals who demonstrate extraordinary commitment, dedication, technical aptitude, and service to customers while consistently exceeding performance objectives.

    * The HDI Manager of the Year Award recognizes prominent professionals who most clearly demonstrate the ability to serve and advance information technology within their organizations.

    Attend this webinar to hear the panel of award winners discuss their achievements and to learn more about HDI's industry award program.
  • The Next Step: Employee-Focused Service Management
    The Next Step: Employee-Focused Service Management Roy Atkinson and Marc Stitt Recorded: May 23 2018 61 mins
    Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of organizations are using the tools and practices of service management in other business units, such as HR, facilities and customer service. The applications of these proven practices—when done properly—have improved service delivery for business units.

    In today’s organizations, agility and velocity have increased the responsibilities of individual employees, who depend on fast, easily-accessible services to get their work done, from anywhere and at any time. This requires a new focus of service management on employees.

    In this webinar, we will discuss:
    * What service management throughout the organization means
    * Why organizations need to focus on employee success as well as business unit success
    * How the delivery of services affects employee productivity and morale
  • Technology and the Service Desk: Expanding Mission, Expanding Skills
    Technology and the Service Desk: Expanding Mission, Expanding Skills Rae Ann Bruno, David Hayman, and Roy Atkinson (moderator) Recorded: Apr 25 2018 61 mins
    Today’s service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued solely by IT. Support organizations are struggling more to keep up with the demands of an ever growing population of mobile users using a diverse of devices, applications, systems, and equipment. In fact, of the top five factors causing ticket volumes to rise, new and current technology accounts for four.

    Navigating this ever-changing technology landscape requires an expanding set of skills. In this webinar, Rae Ann Bruno will provide essential training for service and support leaders facing new or in-progress technology implementations.

    You will learn about:
    * How technology impacts the service and support center's current and future role
    * The key technologies needed to run a successful service and support center
    * Best practices for implementing new technologies and building a business case to justify investment
    * Managing the process of tool selection, including needs analysis, demos, evaluation, and selection
  • The Road to Award-Winning Service Management
    The Road to Award-Winning Service Management Matt Kade, Brad Biagi, Nick Giambalvo, Ben Sacro, and Roy Atkinson (moderator) Recorded: Mar 28 2018 53 mins
    The HDI Service Management Awards recognize two organizations that have improved their service management programs.

    * The HDI Knowledge-Centered Service Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption.

    * The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings.

    Attend this webinar to learn how the 2017 award winners, First American and Ellie Mae, implemented world-class KCS and service improvement programs.
  • Incident Management: More Critical Than Ever
    Incident Management: More Critical Than Ever Brandon Caudle and Roy Atkinson Recorded: Mar 20 2018 59 mins
    Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of failures. As Charles Betz of Forrester recently wrote, “Complex systems continue to fail, and there’s no sign that this will change.”

    When systems fail, the response needs to be swift, and services must be restored rapidly and accurately. This requires coordinated efforts across multiple functions, making planning, preparation, and communication mission-critical and business-critical. Recently, incident management has shown increased interest in learning from first responders, and in applying some of the methods they use for response coordination and communication.

    In this webinar, we will discuss:
    * How and why complexity is increasing
    * What types of risk result from increased complexity
    * How incident management can learn and improve by looking outside IT
  • Risk the Change, or Change the Risk?: IT Change and Risk Management
    Risk the Change, or Change the Risk?: IT Change and Risk Management Greg Sanker, Roy Atkinson (moderator) Recorded: Feb 20 2018 61 mins
    Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it’s simple; in the real world, it’s a far cry harder. This webinar presents a straightforward approach to identifying and analyzing change-related risk, along with practical risk mitigation strategies that you can put to use in your organization right now.

    Attend this session to learn all about:
    * Identifying change-related threats
    * Assessing vulnerabilities
    * Determining risk
    * Risk reduction strategies
    * Prioritizing risk mitigation efforts
  • In Case You Missed It in 2017: The Velocity of Change
    In Case You Missed It in 2017: The Velocity of Change Roy Atkinson Recorded: Jan 16 2018 60 mins
    "Change has never happened this fast before, and it will never be this slow again." –Graeme Wood

    Both the scope and velocity of change in the business world are at unprecedented levels. Technology is emerging and evolving faster than ever, and the ways business is getting done are changing almost daily. As technology changes, so do the goals, objectives, and capabilities of business units, including IT and technical support.

    In 2017, we saw the rise of bots and the promise of AI take center stage, causing disruption in how service management and support move forward. New and/or revised frameworks for accomplishing the work arose. The skills needed for the future are not the same skills that have served the industry well in the past. Metrics and measures are changing. Customer expectations are changing.

    As we begin the new year, decisions are being made about where to spend or withhold spending, about what technologies are necessary, and about how to be prepared and properly skilled to take on the continual state of change that is now the norm. In this webinar, we will explore some of the changes that surfaced during the past year and will impact the industry in the near term.

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