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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
Once I was having coffee with a group of neighbors, one of whom happened to be a retired professor of economics. Since my degree was in political science, I engaged him on which ec...
For the past several years I have been mentoring and coaching new and emerging leaders. One area of knowledge that I try to impart on mentees is learning the skill of self-awarenes...
A business must benchmark its maturity in order to progress. Possessing the information of whether or not your organization is maturing or standing in place is essential. For this ...
Continual service improvement (CSI) is one of the most critical practices organizations need to perform to ensure their services meet customer needs. There are two main focuses of ...
Are your service desk agents functioning as bots?
If the bulk of the work being done by your service desk agents consists of tedious, repetitive tasks, then your service desk a...
Self-service portals are quickly becoming the fastest way to transform the way we deliver IT services to our users and expedite our shift-left strategies. But how do you get starte...
The era of digital transformation has injected new life into the old wisdom, “The only constant in life is change.” In our plugged-in world, change is happening at a br...
Incident categorization is a challenge for IT organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization at some point finds th...
I have the pleasure of leading an internal service desk that supports associates across the globe. We’re lean, well-aligned with the business we support, a bit scrappy, and v...
This is the second article in my series that explores how managers at every level can use strategic thinking techniques to increase their team’s effectiveness and their impac...
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