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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 the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier possible. It’s an initiative all IT organizations pus...
Everyone in your organization is a potential attack vector. Phishing and its variants—like spear phishing—are a very popular and productive way for attackers to gain en...
Shift left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option:
Incident resolution to tier 1 analysts (service desk)...
PowerSchool’s mission is to improve the education experience through innovative technology. Their platform for K-12 serves more than 32 million students, 66 million parents, ...
HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 4, I conducted an interview with Jim Bolton via Skype to discu...
Today’s customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service tools in their personal lives as well as in the workplace. As...
Follow These Steps to Avoid Problems and Ensure Success
So, you are looking to replace your aging ticketing system. I have been the project lead to replace such a system and hav...
Not too long ago, many of us in the IT service and support profession focused on a service improvement trend called “the consumerization of IT,” which Webopedia describ...
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...
Wondering what it takes to keep loyal and happy workers on the job these days? You might be doing better at fostering employee job satisfaction than you think.
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