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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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Key Performance Indicators: Meeting the Target Isn't Your Goal

Wed 01 Jul - Mon 31 Aug 2015 Company Author: HDI Support World Magazine Author: Ilene Jones






best practice , continual service improvement , framework and methodologies , KPI , ITSM , IT service management , practices and processes , reporting , reportingandanalytics


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We've committed the mantra of “what gets measured gets done,” often attributed to Peter Drucker, to memory. We know that measuring things changes behavior and results. But what happens after the goal of the measurement is reached? Imagine a scenario wherein two service owners are reporting their service scorecard in a management review with IT executives. The first service owner, Robert, proudly reviews his performance. His scorecard measures have all been green (met all targe...More >>


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