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HDI

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  • Evolving Customer Support in a Shift-Left World
    Evolving Customer Support in a Shift-Left World Roy Atkinson and Peter Zeinoun Recorded: Mar 21 2017 61 mins
    More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise, more customers are seeking to solve their own problems before contacting support. With Level 1 work becoming more complex and more urgent for customers, remote support teams must optimize their processes and rethink their customer support strategies.

    In this webinar, HDI’s senior analyst, Roy Atkinson, will tell you why organizations are shifting left. You’ll discover how robust remote tools are enabling support teams in high-performing organizations to provide quick resolution to half or more of their issues.

    What you’ll learn:
    * Industry expert tips on how to run a more efficient, more cost-effective support center
    * Best practices for identifying when, where, and how to shift left
    * Actionable advice on leveraging remote support to improve the delivery of support across the support center and desktop support
    * Effective use cases for deploying technology to enhance the support teams value and optimize their role in a shift-left world

    Who should attend:
    * Support center managers seeking to improve the performance of their support centers
    * Desktop support managers seeking to familiarize themselves with the latest practices and tools
    * Anyone in technical service and support seeking a better understanding of remote support capabilities
  • The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health
    The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator) Recorded: Feb 16 2017 62 mins
    The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:

    * The state of their organizations before KCS
    * The strategy for their KCS implementations
    * The outcome, including lessons learned and the impact on the business
  • The State of Incident Management
    The State of Incident Management Roy Atkinson and Vincent Geffray Recorded: Jan 17 2017 60 mins
    Lack of Automation Hinders Speed of Response to IT Outages and Incidents
    Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of IT in general—Everbridge conducted a survey of 152 IT professionals, seeking to better understand the frequency and severity of incidents.

    In this webinar, HDI’s senior analyst and an Everbridge practitioner will engage in an exchange of ideas and questions about the Everbridge survey and findings, also introducing elements of HDI’s own 2016 research findings. Some items under discussion will be:

    * The number of major incidents experienced
    * The effects of IT incidents and outages
    * The average cost of IT downtime
    * Response times for various support channels
    * Customer satisfaction with the support center
  • How Make-A-Wish America Delivers Seamless Remote Support in a Connected World
    How Make-A-Wish America Delivers Seamless Remote Support in a Connected World Renee Dodson, Peter Zeinoun, Roy Atkinson (moderator) Recorded: Dec 13 2016 46 mins
    Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:

    * How remote support helps enable Make-A-Wish® to fulfill its mission
    * Key trends of the mobile workforce
    * How to create seamless support experiences across channels and devices
    * Empowering tech support to deliver fast, efficient, and frictionless service
  • Sneak Peek: 2016 Desktop Support Practices & Salary Data
    Sneak Peek: 2016 Desktop Support Practices & Salary Data Roy Atkinson and Peter Zeinoun Recorded: Nov 15 2016 61 mins
    In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.

    Some of the data featured include:
    * Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
    * On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
    * The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
    * Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
    * 51% of organizations track desktop support tickets separately from other tickets
    * Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support
  • Customer Service: Changing Preferences and Evolving Technologies
    Customer Service: Changing Preferences and Evolving Technologies Dana Olson, Chris Savio, and Megan Selva (moderator) Recorded: Oct 5 2016 53 mins
    In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they need a staff with a passion for supporting customers and with social intelligence—a human connection in a digital world.

    Both internal and external customers are utilizing more communication channels and more devices now than ever before. The mobile workforce, remote work, consumerization, increased self-service, and emerging technologies have all played a part in creating the demand for better ways to serve customers and users.

    Attend this Customer Service Week webinar, presented by Dana Olson, senior IT manager at the Gavilon Group, to learn:
    • Which support channels customers are choosing
    • Why the combination of technology and people is more important than ever
    • What contributes to a great service culture in the support center

    According to the HDI 2015 Support Center Practices & Salary Report, 26 percent of the organizations that had an increase in customer satisfaction said that having a remote control tool was a factor in the increase.

    Chris Savio, a senior product expert from Rescue by LogMeIn, will show how Rescue can facilitate connecting with customers on multiple platforms to resolve issues quickly and easily utilizing remote control software, whiteboarding, system diagnostics and push configurations.

    Who should attend:
    • IT service desk managers and leads
    • Desktop support managers and leads
  • What Will an ITSM Pro Look Like in 2020 and How Will We Get There?
    What Will an ITSM Pro Look Like in 2020 and How Will We Get There? Matt Hooper and Roy Atkinson (moderator) Recorded: Sep 20 2016 60 mins
    Industry luminary Matt Hooper will present information, statistics, and thoughts on where the ITSM pro needs to be by 2020. This look at how the future of service management will change the requirements (elements of Agile, DevOps and Lean) for service and support managers and staff will include an exchange of ideas between Matt and moderator Roy Atkinson, and will allow time for questions from the audience. Matt will also show how a modern ITSM solution enables this transformation.

    Who should attend:
    • IT service managers
    • Support center managers who are looking at future requirements
    • Desktop support managers
    • Anyone in IT service who wants to develop a better understanding of where the industry is going
  • Understanding Dependencies: Better Service Through Configuration Management
    Understanding Dependencies: Better Service Through Configuration Management Ryan Ogilvie, Joy Su, and Roy Atkinson (moderator) Recorded: Aug 16 2016 52 mins
    Configuration management is about what you have, but in order to produce better business outcomes, it should also help you understand what your configuration items (CIs) are doing. To better manage IT services, you should know:

    • Detailed information about your CIs
    • Services those items support
    • How CIs relate to each other and to your services

    In this webinar, ITSM consultant Ryan Ogilvie and BMC’s Joy Su, on behalf of BMC partner RightStar Systems, will provide you with the reasons and the ways in which your asset discovery efforts can lead to a better understanding of your systems and services.
  • When IT Hits the Fan: Best Practices for Major Incident Management
    When IT Hits the Fan: Best Practices for Major Incident Management Pete McGarahan, Vincent Geffray, and Roy Atkinson (moderator) Recorded: Jul 19 2016 60 mins
    What happens when your organization suffers a critical, high-impact incident? Who needs to be involved, and how will you communicate with them? Do you currently have a plan—and how often do you update it?

    In this webinar, sponsored by Everbridge, Pete McGarahan and Vincent Geffray will share best practices, case studies, and frameworks for:

    • Preparing for your next major incident
    • Managing major incidents in your IT organization
    • Mapping your critical incident processes

    Join us for this interactive and informative hour, complete with audience polls, downloadable resources, and live Q&A.
  • Insourcing and Outsourcing Support: What the Data Tell Us
    Insourcing and Outsourcing Support: What the Data Tell Us Roy Atkinson and Jenny Rains Recorded: Jun 14 2016 60 mins
    What’s being insourced and outsourced these days in the tech support industry? Why? Find out in this webinar, where you’ll take a deep dive into data collected through one of our recent annual surveys. With takeaways for both internal technical support managers and outsourced technical service providers, you’ll find out what HDI research says about outsourcing practices for support organizations, including support center and desktop support functions.

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