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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
There’s no right or wrong to support models. There’s only working and not working. The right support model for your organization is the one that works (i.e., one you ca...
In today’s increasingly competitive world, customers are always looking for more from their service providers: better response times, improved uptime, lower costs, personal s...
ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to di...
Economic realities are driving organizations to consider new options for service delivery that can help them operate cost-effectively while still driving service excellence. As the...
Charles Darwin once said, “It’s not the strongest of the species that survives, nor the most intelligent that survives. It’s the one that is the most adaptable to...
Like so many of us, my smartphone’s alarm wakes me up every morning. Over breakfast, my eight-year-old daughter is glued to games and activities on her iPad. If she gets stuc...
You may think the only person at the service desk who needs to be concerned with leadership is the manager. After all, when we think of leaders, we usually think of someone who:
Picture it: You’re sitting at your desk, trying to focus on a project with an impending deadline. The phone rings. You try to ignore it, but you can’t help yourself!
One of the first things you probably did when you woke up this morning was check your email on your smartphone or tablet. Whether you read your emails and confirmed your appointm...
Mobile devices and mobile apps, the hybrid cloud and the personal cloud, Big Data, the Internet of Everything and software-defined anything, web-scale IT, smart machines and 3-D pr...
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