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HDI

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  • 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.
  • Taking the Service Desk to the Next Level: An Opportunity for IT Pros!
    Taking the Service Desk to the Next Level: An Opportunity for IT Pros! Vincent Geffray, Roy Atkinson (moderator) Recorded: Nov 14 2017 61 mins
    As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

    Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

    In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

    What you’ll learn:
    * The challenges around communication, collaboration, and coordination
    * Why not all incidents are equally important
    * Why the “one size fits all” support model no longer works
    * Solutions, ideas, and takeaways for critical event management

    Who should attend:
    * Support center managers and directors responsible for communications
    * Telecom administrators looking for solutions for rapid communications
    * Service management professionals responsible for business continuity and/or disaster recovery
    * Incident managers
    * Any organization contemplating the adoption of a #DevOps culture
    * IT executives concerned about quality of IT services, response team performance, MTTR
    * Performance managers and auditors
  • The Future of Self-Service: Empowering and Educating Customers
    The Future of Self-Service: Empowering and Educating Customers Kelly Doherty, Doug Tedder, Al Hopper, Sam Armstrong and Megan Selva (moderator) Recorded: Oct 4 2017 56 mins
    Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

    As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.

    Join us to find out:

    * How to onboard customers to self-service
    - Walk-through guides, documents, videos, step-by-step rep involvement
    * The support team’s role in self-service
    - When to deflect to self-service vs. just solving the issue
    * The downstream impact of self-service, both positive and negative
    - Does it cause more complex questions or do customers begin to educate themselves?
  • Automation and AI in the Workplace: Are Bots the Future?
    Automation and AI in the Workplace: Are Bots the Future? Marc Stitt, Roy Atkinson (Moderator) Recorded: Sep 19 2017 60 mins
    Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?

    Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.

    What you’ll learn:
    * How confident IT professionals are that AI will play an expanding role
    * How C-suite is thinking about process automation
    * What benefits IT departments see in automation
    * Which departments are adopting automation as a way of providing services
    * What technologies organizations are investing in
    * How is automation impacting jobs
  • Incidents on the Rise: Addressing the Why, What, and How
    Incidents on the Rise: Addressing the Why, What, and How Vincent Geffray, Roy Atkinson (Moderator) Recorded: Aug 15 2017 60 mins
    According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create efficiencies, they often have the opposite effect.

    And with the demand for increased business velocity and emphasis on the customer experience, rapidly addressing delays and interruptions is more important than ever.

    In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing on-call coverage.

    What you’ll learn:
    * Reasons for the increase in incidents
    * The costs of interruptions and outages
    * Ways to communicate to incident management teams rapidly
    * Using technologies to target and verify communications
    * Preventing the rise in incidents through problem management

    Who should attend:
    * Support center managers and directors who need to improve incident management
    * IT directors who need to know why incidents continue to be on the rise and how to address the increase
    * Anyone in IT service and support wanting to improve the performance of their support center
  • Metrics, Measures, and KPIs
    Metrics, Measures, and KPIs Doug Tedder Recorded: Jul 18 2017 62 mins
    The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and KPIs you need to capture and monitor—or publish? One thing is for certain – your service management program will not be successful without collecting the right metrics, measures, and KPIs.

    Join this free HDI webinar to learn:
    •Why metrics and measures are not the same thing
    •Why defining metrics is important
    •Why not all metrics are KPIs
    •Which are the right metrics to publish
  • No More Apologies: Mastering Multilingual Service in the Support Center
    No More Apologies: Mastering Multilingual Service in the Support Center Tom Tseki and Roy Atkinson Recorded: Jun 20 2017 60 mins
    Managing languages is a significant challenge for most service desks.

    To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.

    Register to learn:
    *The impact of multilingual support on quality metrics
    *How best-in-class organizations provide multilingual support
    *Strategies to meet your organization’s specific language and channel requirements

    Who should attend:
    *Support center managers and directors who are faced with language challenges
    *Hiring managers who need to know about the challenge of finding and retaining multilingual analysts

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