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HDI

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  • How Assisted Self-Service Will Power Up Support
    How Assisted Self-Service Will Power Up Support
    Chris Savio (Prompt.ai by LogMeIn); Roy Atkinson (HDI Moderator) Recorded: Dec 11 2018 61 mins
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    Vincent Geffray and Roy Atkinson Recorded: Nov 13 2018 62 mins
    Ransomware, advanced persistent threats, and denial of service attacks—many initiated through “phishing”—will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.

    “One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.” - Roy Atkinson, HDI

    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as well as the ability—including the time—to educate users on why support may not be able to immediately help them, or why additional information might be required. Meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.

    In this interview-style webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray will discuss the importance of the support center’s role in cybersecurity prevention and response.

    What you’ll learn:
    - How Cybersecurity Is Impacting Support
    - Support’s Role in Prevention
    - How, When, and Why the Support Center Should Respond


    Who should attend:
    - Support center managers who need to be aware of the importance of support in cybersecurity
    - IT directors who want to better understand responses and communications in the event of a cybersecurity event
    - Anyone in IT service and support wanting to improve their understanding of the role of support in cybersecurity
  • Increasing Employee Satisfaction by Reducing Friction
    Increasing Employee Satisfaction by Reducing Friction
    Marie Ruzzo, Roy Atkinson (moderator) Recorded: Oct 23 2018 59 mins
    Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible. Forrester says employees spend almost one-third of their time interacting with systems and applications. They want to be able to get on with their work with minimal interruption and they want to work where they are, when they can, from whatever device they choose. When they need assistance, they need it to be fast and minimally disruptive.

    Frustration and delay strongly affects employee satisfaction and overall morale. Employee retention is tied directly to satisfaction, and turnover is expensive and time consuming. Lowering the friction involved in both providing and receiving assistance can keep employees working and more satisfied.
  • 5 Ways to Boost Staff Engagement, Quickly and Affordably
    5 Ways to Boost Staff Engagement, Quickly and Affordably
    Jeff Toister and Roy Atkinson (moderator) Recorded: Oct 3 2018 60 mins
    We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!
  • Machine Learning and Analytics: Taking ITSM and Support to the Next Level
    Machine Learning and Analytics: Taking ITSM and Support to the Next Level
    Vesna Soraic, Steve Anderson, and Roy Atkinson (moderator) Recorded: Sep 25 2018 60 mins
    Technology is becoming increasingly critical to businesses and other organizations, but as technology speeds up, we often don’t think about the negative business impacts it may bring: new hires whose equipment isn’t available, services that are interrupted, and customers or users who aren’t informed of a change or outage, to name a few. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.

    Join us to learn:

    • Why analytics are important to service management and support
    • What machine learning is and how it can enable faster, better, more accurate resolutions
    • How machine learning and analytics combine to enable smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time
  • 3 Ways to Improve Employee Experience by Expanding Service Management
    3 Ways to Improve Employee Experience by Expanding Service Management
    Roy Atkinson and Matt Stone Recorded: Aug 28 2018 61 mins
    More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as possible.

    In this webinar, Roy Atkinson and Matt Stone will examine how concentrating on three aspects of employee experience can accelerate business performance.

    In this webinar, we will discuss:
    * Understanding how the employee experience is related to business success
    * Measuring the right things
    * Providing a single platform for service management across the organization

    Who should attend:
    * Service management professionals inside and outside IT
    * Managers and process owners who want to learn more about service management trends
  • 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.

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