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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
Many 'Ask the Expert' questions begin with a common phrase - "What is the industry standard for..."- followed by a common metric, like first contact resolution.To clarify the que...
Everything we do makes a difference. Any decision or modification we make leaves its mark on the bigger picture. No matter what the industry, IT service and technical support is ...
Most support organizations agree that customer satisfaction (CSAT) is one of the most important metrics.
But do they really believe that, or is that just empty praise?
If it is...
All support organizations operate along a continuum of maturity.
Newer organizations, and those that have not yet matured, tend to be chaotic and reactive.
By contrast, the mos...
Customers and service providers sometimes have different opinions of what value is.
Getting the right mix of benefits, features, quality, guarantees, and costs is paramount to ha...
Designing a ticket categorization structure that not only makes sense, but which can also stand the test of time is an important, if difficult, task.
Support organizations must s...
Incident categorization is a challenge for many organizations.
Whether it is due to culture, politics, complexity, or an inability to agree, every organization, at some point, ru...
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