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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
Have you been part of a project whose outcomes fell short of promises? Have you had a good idea that just didn’t get any traction or support with your management? Were the go...
Observations from the Field
In the more than 20 years I’ve been working in the cybersecurity and service desk industry, I’ve never before witnessed so many changes i...
We are all unique. Not everyone leads the same way. Confidence comes from using leadership techniques that are natural to you. As you enter the new year, begin by developing a lead...
If you’re involved in any aspect of service management, then you are probably familiar with the many challenges involved in delivering services effectively. It’s all to...
You have spoken! The votes have been tallied, and the results are in for the Top 25 Thought Leaders in Technical Support and Service Management for 2017.
The winners are people ...
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...
If you’ve been in the technology support industry for a while, you’ve seen a lot of change. Technologies come and go, new ideas spark trends in how we do things and som...
Knowledge management in the support center helps workforce managers satisfy the needs of the business and the customers they serve
Workforce managers are responsible for ensurin...
One of the challenges of managing a service desk is seeing past the volume of work to improve service delivery. While good intentions exist, they won’t be enough to make the ...
There’s something wrong with the analyst engagement survey. We make a big deal about it, send it out to all our analysts, form a committee to study the results, and then&hell...
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