This HDI Toolkit is a series of practical “how-to” instructive job aids designed with the IT service management practitioner in mind. Each area of focus can be studied and used by itself, or as part of the whole. The Toolkit will help clarify the Shift-Left strategy, and address the increasing complexity of support at Level 1. It will also show […]

Customer support and employee support continue to blur as user expectations grow more similar. This convergence and technology enhancements put increased stresses on support organizations to meet evolving customer demands and IT help desks to focus on employee experiences. 60% of users say that support teams provide unsatisfactory service, according to an IDC report. Many support teams are reactive rather […]

Customers and employees expect support organizations to keep their mobile devices running efficiently and effectively – just like their desktops and laptops. Download this eBook to learn how four leading support organizations use LogMeIn Rescue to deliver exceptional remote support services at any time, on any device.

The way companies approach support services is changing – both in terms of the organizational structure as well as the areas of focus and key performance indicators (KPIs). Support teams are no longer only focused on break/fix; they are being tasked with creating proactive, personalized, predictive service offerings. Download this report to learn more about the key trends in support […]

In research conducted by HDI and Robert Half Technology on the technical support center of the future, the key is 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 […]

Given everything from new devices and security concerns to increasingly tech-savvy end users and the costs of supporting a sprawling infrastructure, there’s no denying the growing complexity of the IT landscape. It comes as no surprise that IT professionals and support desk staffs are struggling to address these and other challenges. But there’s good news, according to an exclusive survey […]

Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development involves providing video-assisted support using the camera on a customer’s or an employee’s mobile device to quickly identify technical issues that are hard to describe over the phone. This IDC Technology Spotlight examines the business […]

Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how customers explain and describe a technical problem. Video has the capability of completely changing this dynamic, substantially increasing the likelihood of success for the agent and the customer. Read this report from Technology Service […]