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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
What is ticket categorization, and why is it so important to the success of a support center? Ticket categorization is a component of several support center processes, namely event...
Quality programs involve assessing the service delivery and process adherence of support teams. The goal is to improve the customer experience and increase customer satisfaction. Y...
While enterprise service management—the use of IT service management (ITSM) principles, best practice, and technology outside of IT—has been around for well over a deca...
Process documentation and adoption is a key aspect of maturing a service management practice, yet it is often performed in a painstakingly difficult and time-consuming manner, yiel...
While delivering a recent Virtual HDI Support Center Director course, a student asked what advice I would give a director who’s struggling with running support. That was a gr...
From questionable to unquestioned value
How does any support organization move from having questionable value to one whose value and contribution is unquestioned? The simple ans...
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 correlat...
I am a bit amazed. At least in some corners of the greater IT universe, there is still heated debate about which is better, or more relevant, or more modern: DevOps or ITSM. Author...
A service management roadmap is primarily useful for coordinating and implementing service improvements. A scorecard-based service management roadmap is one way to measure and then...
What a time to be alive as a service professional! Whereas many service departments have been viewed as reactive cost centers in the past, the customer experience revolution has ch...
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