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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...
I will stop doing things the same old way because “that’s the way we’ve always done it.”
I will never say, “Have you tried tur...
How often have you heard a phrase like, “Helpdesk is a great stepping stone in IT at our organization?” If you’re like a lot of organizations, this is either an a...
Reflections from HDI 2017 Conference & Expo
HDI 2017 Conference & Expo happened just outside Washington, DC, May 9–12, with workshops starting earlier. You can wat...
I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics reports, I asked two questions:
Are you getting ...
Updating, upgrading or installing software or hardware across an enterprise, department, or group
Potential for disaster
There are almo...
Desktop support is more than just the “people who repair computers.” Technicians cover a wide range of responsibilities supporting many tasks, including asset manag...
Over the years customer support centers have evolved from being simple call centers with general support options to hosting specialized agents who focus on specific support functio...
In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, sh...
Every field services or support services team has first call resolution (FCR) in their metrics. During my nearly 40 years in the technology business, I have worked for and with...
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