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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
This year's Glossary of Support Center and Service Desk Terms is a major revision of the Glossary of Support Center and Help Desk Terms (2007) and includes language related to soci...
In Project Management Essentials, Maurey Wolk sets a simple goal: “To provide a useable, structured process that will enable you to deliver on your project’s real-wor...
In It’s Not Just the Numbers: Performance Management for Support Teams, Mike Hanson tackles the complex world of gathering information on staff performance and putting it to...
In this “Focus On” publication, Paul Dooley draws the parallel between continual process improvement and continual people improvement.
Drawing on specific information...
Customer complaints are important to any business and you should encourage your customers to share them.
But you must take their complaints seriously and make them feel like th...
If you aren’t marketing your IT department internally, then you’re letting your customer define the company’s perception of your value.
This can have a seriou...
While the desktop support function has a long history in IT support, there are few established best practices, standards, or ongoing research efforts to support its growth and ma...
While virtual employment is growing in popularity in all sectors of the global economy, what is often overlooked is the fact that despite the glamour and perceived ease of “t...
With the explosion of the global economy and information technology it is now possible for a knowledge worker to work, literally, anywhere.
The act of working from one’s ho...
This focus book provides a proven methodical approach to selecting the proper tools, technologies, and software necessary to support the everchanging business needs of your service...
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