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    • Desktop Support: Improving the Face of IT
      Desktop Support: Improving the Face of IT Cay Robertson Recorded: Oct 20 2015 2:55 pm UTC 73 mins
    • Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer satisfaction. In this members-only webinar, Cay Robertson will discuss some of the ways to accomplish process improvements, highlighting some year-over-year changes and trends from the HDI 2015 Desktop Support Practices & Salary Report.

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    • The Zen of Support!
      The Zen of Support! Jeff Rumburg, Managing Partner at MetricNet Recorded: Nov 8 2016 7:00 pm UTC 63 mins
    • The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

      In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

      Attendees of this webcast will learn:

      •Three Sources of Leverage in a Strategic Support Organization

      •Two Metrics to Measure Your Progress Towards Strategic Significance

      •Key Success Factors for Achieving Strategic Enlightenment

      •Benchmarking Results from Strategic Support Organizations

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    • 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 5:00 pm UTC 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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    • 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 5:00 pm UTC 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

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    • Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support
      Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Jeff Rumburg, Managing Partner at MetricNet Recorded: Jul 19 2016 6:00 pm UTC 64 mins
    • Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.

      Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.

      Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.

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    • 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 6:00 pm UTC 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

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    • Service and Support as a Business
      Service and Support as a Business Jeff Rumburg, Managing Partner at MetricNet Recorded: Mar 15 2016 6:00 pm UTC 64 mins
    • Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support.

      The business world offers a potential solution to this dilemma. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability?

      In this presentation Jeff Rumburg, Managing Partner at MetricNet, reveals an approach for managing IT service and support as a business. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, he discusses the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.

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