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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
In search of the magic wand. Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support c...
Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. When fully implemented, a common KM system that is availa...
Desktop support is more than just the “people who repair computers.” Technicians cover a wide range of responsibilities supporting many tasks, including asset manag...
Self-service tools have really come of age, enabling organizations to develop full-service website portals that include information, service requests, and self-service opportunitie...
Let’s cut to the chase – we just don’t do Problem Management. We don’t do enough of it. When we do attempt it, it doesn’t really get done well...
For more than twenty years, the technical service and support industry has been trying to arrive at a common understanding of IT/business alignment. But why is this subject s...
The introduction of a bring-your-own-device (BYOD) program can potentially sully the IT service management processes you have in place.
Highly functional personal devices are incr...
ITIL is growing in demand and some employers are paying a premium for certifications and experience in the best practices methodology, but the first question is what exactly is ITI...
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