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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...
When the phone system went down at Rackspace, a few support analysts immediately sprang into action and tweeted their personal phone numbers. These support analysts spent the next ...
How important is trust to your business? Important, right? But did you know that most senior executives believe their direct reports trust them more than they actually do? There&rs...
We hear a lot about personal branding these days. But why? What does it actually mean? Is it really even necessary?
With rapidly changing technologies and ever-growing social med...
It’s happened to all of us. You’re on the way to lunch, or an important meeting—or maybe even the restroom—when you run into a coworker in the hallway. He a...
The human race has used a variety of communication mediums over its long history. Stone, metal, clay, wax, and paper: all have been used to capture and disseminate information. For...
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