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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
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...
Current trends in information security see things like security information and event management (SIEM), machine learning, and advanced threat protection (ATP) becoming buzz-words....
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Center...
Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers ignore issues and continue to suffer, rather than contact support and g...
The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that deliver the designed value. This goal is based on a working...
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth Group businesses. UnitedHealthcare is focused on health ben...
A Western Kentucky University Success Story
In August 2013, Western Kentucky University (WKU) adopted a new ticketing software solution across the IT division. We went from a sy...
In today’s millennial workplace, team members seek a sense of purpose.
Team metrics play a big role in improving how well a work team performs, from improving employee hab...
Ask any service delivery professional if they want to make lasting improvements and they will all say, “Yes, of course!” The challenge is making valuable la...
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