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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.
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This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011, with a new edition of the five ITIL core books made availa...
Recently, a power transformer on my street malfunctioned and the power at my home (which includes my office) went off. I have a UPS (uninterruptable power supply) for my network so...
I’d like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! Sit back! Keep the lights on! Enjoy the read!
Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the late 90s, I was surrounded by a technical community that was mo...
If you’ve been around the world of service management in recent years, you have no doubt become increasingly familiar with the concept of shift left, a strategy for shifting ...
It’s been said that “HR is the new IT.” This generally refers to a common direction towards building HR solutions centers and shared service center designs for ma...
What is “value?”
Think back to the last time you made a major purchase, like a car. Why did you choose the car you did? Perhaps it was because of the features insta...
Yikes! My Cloud host service made a change; now my services aren’t working anymore!
Let’s say you have outsourced at least some of the services you provide to your...
Recently, a question came in asking about the best way to classify and handle performance issues. Performance for the purpose of this discussion is the availability, reliability, o...
Eliminate single points of failure within your tech support organization
Within the information technology realm, our servers, networks, and much else are redundant. We have bac...
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