Brew City HDI

Click on the link below to read the full whitepaper:
Seven Secrets for Effectively Managing a Support Organization

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The service desk is the most important part of any good information technology service system. Hence, companies that rely heavily on information technology, which currently almost every company does, would be well advised to focus on improving service desk performance. It is the service desk, after all, that represents the first line of contact with [...]

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Everyone wants to feel special. We are all walking around with a sign on our foreheads that says MMFI (make me feel important). Take some time to recognize people the right way.
Here are a few tips to get you started.
Think back to the last time you were recognized.

What happened?
How did you feel?

Think back to the [...]

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During my years working in IT support, I have become more and more interested in the many types of people who call IT help desks. Like a biologist, I have found that having a classification system is critical in understanding the users I help on a daily basis. With this in mind, and with my [...]

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By Tony Bigonia 
Where were you on May 30th, 2007? It was a Wednesday, like any other Wednesday, and so I think I was at work doing something boring. But I know for a fact that people working for the OGC, which is the Office of Government Commerce in the UK, were definitely not bored. You [...]

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