COLORADO SPRINGS, Colo., Dec. 18, 2019 (GLOBE NEWSWIRE) — HDI, the leading organization dedicated to elevating service and support across the enterprise, today announced the topics and trends that technical support and service management professionals sought out in 2019. These articles first appeared in HDI’s weekly newsletter, SupportWorld, which focuses on trends and topics related to technical support and service management.
“Although IT is in a constant state of change, many long-predicted and awaited changes have taken place in the past year, and at a very rapid pace,” said Roy Atkinson, Senior Writer/Analyst, HDI.
In 2019, four of the top trending topics in technical support and service management were:
Modernizing Service Management
ITIL® has been the framework of choice for many organizations for years. The release of ITIL 4, with its shift in emphasis from process to value, along with many changes in terminology, has created quite a stir in the service management community.
Optimizing the Support Organization
The shift-left strategy, which seeks to move the work of technical support closer to the customer, has been around for many years. In 2019, a new emphasis on good knowledge management along with the emergence of tools that enable better self-service and self-help have converged to allow many organizations to rethink the support process and “go ticketless.”
Building and Leading Culture
Although an organization may have a strategy aimed at service excellence, we should remember that, as Peter Drucker said, “Culture eats strategy for breakfast.” If your organizational culture – the way things are done and talked about every day – doesn’t match up with your strategy, the excellence you seek may elude you.
A “one size fits all” approach to performance management will probably not be successful; your assessments and feedback have to take different personalities and traits into account. Aiming high is important in performance management, but being inclusive is equally important.
HDI will take a deep dive into these topics and more at their upcoming event SupportWorld Live (formerly HDI Conference & Expo). SupportWorld Live takes place April 19-24 at the MGM Grand in Las Vegas. To learn more about SupportWorld Live and to register for the event, visit www.hdiconference.com.
For thirty years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at https://www.thinkhdi.com. HDI is brought to you by Informa Tech.
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