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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
The calls keep coming. Every day, it feels like the same calls come in to the service desk, and there’s nothing that can be done to prevent them. It never feels like we&rsquo...
If you avoid conflict to keep the peace, you start a war inside yourself.—Cheryl Richardson
As I sat having a conversation with a friend a couple of months ago at the HDI ...
What is a diamond in the rough?
By definition, a diamond in the rough is merely a clump of carbon that, given the right circumstances, is able to develop into a high-quali...
I love what I do, I love my coworkers, and I love where I work. I believe these three things are the key ingredients to employee engagement that positively impact business succ...
The question is asked in desperation, when it feels like there isn’t enough of you to go around. It comes when the demands of life are so pressing and urgent that it feels li...
Have you ever hired a service desk analyst who aced the interview, but when it came down to supporting your customers, they didn't have what it took?
If you were...
I remember as a kid watching the Transformers Generation 1 cartoons in the 80s and thinking how cool it would be to be able to transform into a vehicle or weapon and ...
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 correlat...
Recently, an HDI member used HDI's 'Ask Your Network' community on HDIConnect to ask a few simple questions regarding contact volume. The questions were, roughly:
Quite often, HDI gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair questi...
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