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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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Earlier this year, HDI conducted research on knowledge management. One of the big questions we asked was whether organizations that have a knowledge management program fee...
Editor’s note: This article was adapted from a discussion on HDIConnect and has been updated and edited for clarity.
I am looking at driving a problem...
Have you interacted with a chatbot yet? If you’ve engaged in chat on a website or phone app, chances are the answer is yes, even if you haven’t realized it. Th...
By the time this article reaches you, you’ll probably already be past your yearly routine of Spring cleaning the house. While some may make it more formal than other...
In part 1 of my series on ITIL® 4, we discussed the changes in the language of ITIL—a language that we’ve all gotten used to over the last decade or more. ...
HDI research shows that nearly three-quarters of organizations have some form of user-facing knowledge as part of their knowledge management program, but there are continuing issue...
Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and ITIL are mortal enemies, incompatible, or somehow mutually...
It’s no secret that ITIL® 4 (no “v”) is out. The Foundation book is publicly available from AXELOS and elsewhere.
Opinions about ITIL t...
This post is part of a 4-part series by Adam Krob and Bill Stockton. See Part 1, Part 2, and Part 3.
In Alice in Wonderland, Alice has a specific end in mind. In the end, all sh...
This post is part 2 of a four-part series by Adam Krob and Bill Stockton. See Adam Krob’s Part 1 and Part 3. The content assumes a modicum of familiarity with ITIL® and t...
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