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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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Organizational Change Management: An Essential Part of the Service Man...

by HDI   Tue 01 September 2015

Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforw...

Top 11 Things You Need to Know About DevOps...

by HDI Support World Magazine   Tue 14 July 2015

The term “DevOps” typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resu...

The State of Quality Assurance in Technical Support...

by HDI   Tue 30 June 2015

There are many reasons to monitor quality in the support center, and many ways to do it. This white paper, based on recent research, reveals the current state of quality assura...

Cyber Resilience and IT Service Management (ITSM)...

by AXELOS   Fri 26 June 2015

This White Paper looks at how cyber resilience and ITSM can work better together to help organizations be more effective in managing their IT services, in preventing cyber-attacks...

An example ITIL-based model for effective Service Integration and Mana...

by AXELOS   Mon 06 April 2015

ITIL® has always, quite rightly, promoted the primary importance of managing the end-to-end service that IT delivers to their customers. The increasing complexity of the IT val...

Shadow IT: The Opportunity Behind the Problem...

by HDI   Tue 31 March 2015

Shadow IT is simply information technology that hasn’t got an IT department’s stamp of approval. It’s a major concern for IT departments because of the cloak-...

An introduction to Service Integration and Management and ITIL...

by AXELOS   Mon 12 January 2015

ITIL® has always, quite rightly, promoted the primary importance of managing the end to end service that IT delivers to their customers. The increasing complexity of the IT val...

HDI - Every Business Is a Mobile Business...

by CA Technologies   Mon 01 December 2014

Mobility is more than a smartphone in every pocket or a tablet in every home or office. Mobility is everywhere. It’s time we acknowledge that we’re in t...

Maximize the synergies between ITIL and DevOps...

by AXELOS   Fri 29 August 2014

This white paper describes the synergies between ITIL® best practices and DevOps (development and operations) practices. ITIL focuses on the lifecycle of services, from incepti...

KCS Whitepaper discussion between Macanta and John Custy...

by Macanta   Mon 02 June 2014

Watch Karen Ferris from Macanta discuss this white paper with one of the authors, John Custy.   Download the Whitepaper below Download    Se...

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