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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
IT loves its frameworks. Not only do we love our frameworks, we are fiercely loyal to those that we believe will help us do our jobs better, give us career growth opportunities, an...
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...
Create experiences with leadership, design groups, and stakeholders
Technology is moving so fast it outpaces a company’s ability to adopt and utilize it, especially using ...
A Roller Coaster of Change and Innovation
Change is the only constant in life.
This statement was true when documented by pre-Socratic Greek philosopher Heraclitus around 5...
Pespectives from the field
Many moons ago, as a freshly minted engineer working in an IT Help Desk at a University (go Wildcats), I grew frustrated with the number of times we w...
The greatest career opportunity in a generation!
I first heard the term Chief Service Officer (CSO) in 2012 when I was working on a service desk benchmark for one of America&rsq...
How to win the forever war against the knowledge hoarders
HDI’s KCS Principles training curriculum identifies Knowledge-Centered Service (KCS®) as a key capability whe...
A ticket is not resolved until the customer says it’s resolved.
One of the temptations support center analysts and technicians have is to mark tickets “resolved&rdqu...
Information. We’re flooded with it. Corporate policies, compliance training, holiday calendars, open enrollment and retirement information, technical instructions, company ne...
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