Roy Atkinson is a senior writer and analyst at HDI. In addition to being a member of the HDI International Certification Standards Committee, Roy is a popular speaker at IT service management conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on ThinkHDI.com, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is also a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrates its seventh anniversary on December 9, 2016.
Are you a little confused by vast array of common IT support and ITSM roles? If you want to better understand your support center managers to your ITSM process owners, this article by industry authority Roy Atkinson is for you.
This article by Roy Atkinson takes a deep dive into recent HDI research to shed some light on the current state of knowledge management, the reasons organizations have decided to provide self-help, how they provide that help, and what some of the barriers to improvement are.