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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
If you’ve been around the world of service management in recent years, you have no doubt become increasingly familiar with the concept of shift left, a strategy for shifting ...
5 Tips for Automation
Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda...
The recipe for great IT services has always been a combination of people, processes, and technology. With the increased focus on the customer experience and employee engagement, ha...
Today, I’m sharing a recent question from Connect about First Contact Resolution and my response.
Q: Hi all. I'm looking for a good definition of First Contact R...
It’s been said that “HR is the new IT.” This generally refers to a common direction towards building HR solutions centers and shared service center designs for ma...
Imagine that you are in a large room full of brilliant executive leaders. Everyone is waiting with anticipation to receive an inspiring message from a renowned organizational psych...
In my pursuit to help my employees improve their career satisfaction, I came across something called one-on-one meetings. I know this is nothing new to most nor a revolutionary con...
“Stories are relics, part of an undiscovered pre-existing world. The writer’s job is to use the tools in his or her toolbox to get as much of each one out of the ground...
What is “value?”
Think back to the last time you made a major purchase, like a car. Why did you choose the car you did? Perhaps it was because of the features insta...
Yikes! My Cloud host service made a change; now my services aren’t working anymore!
Let’s say you have outsourced at least some of the services you provide to your...
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