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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
Change is the inevitable and always to be expected, but for some reason it’s the very thing that scares people the most. Two of my favorite mantras are “Change is in th...
Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Global ITSM Process Manager at IKO and am responsible for the ITS...
One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat...
There is a lot of talk out there about knowledge management because it is important. But what exactly is knowledge management? According to Enterprise Knowledge, “Knowledge M...
I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills ...
As a business grows, the need for technology increases. However, technology comes with a cost—often quite a high price tag. So, it is important that we effectively manage our...
Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a metrics-rich industry. It got me thinking ab...
My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with tons of supplies for his children for the upcoming school ...
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The score from your key performance indicator, whether it&rs...
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 correl...
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