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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
Improving service management requires organizations to do things differently, and doing things differently requires organizational change. This white paper describes a straightforw...
The term “DevOps” typically refers to the emerging professional movement that advocates a collaborative working relationship between Development and IT Operations, resu...
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...
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...
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 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-...
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...
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...
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...
Watch Karen Ferris from Macanta discuss this white paper with one of the authors, John Custy.
Download the Whitepaper below
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