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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.
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The promised benefits of a CMDB are rarely argued and generally desired. The realization of those promises, however, are evasive. Several years ago, there was talk of nearly 80...
If your organization does formal annual reviews it is a good idea to have periodic check-ins with your team throughout the year. This gives both you and your team a chance to make ...
As technology has become more pervasive within almost every type of business, the concept of having a concrete plan to respond to problems becomes more critical. In the past, &ldqu...
One of the recurring issues consultants experience during their long careers, is the eventual abandonment of Continual Service Improvement (CSI) efforts. There seems to be a point ...
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...
The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega, and the reason we wake up every day. Alright, that may be a...
Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant at home no less, is the kind of scary that’s best avo...
So far, in this series on transforming teams, I’ve discussed:
The foundation of the team and the importance of trust and respect
The need for teams to possess harmo...
noun | computing
Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human...
One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I’ve been involved in martial arts for almost 25 years, and this day I w...
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