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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
In 2017, Georgia Tech adopted and implemented ITSM change management. Our goal, like so many other organizations, was to standardize methods and procedures, promptly handl...
Since authoring the 2011 edition of ITIL® Service Strategy, many organizations have asked me to review their strategies. Through this work, I have learned two things: most stra...
This year, the HDI Strategic Advisory Board (SAB) launched an ambitious project to look ahead about five years and make some assertions about where the technical service and suppor...
Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the ...
Do you have a mobile customer service strategy? Do you know what your customers expect from mobile customer service? Is the contact center even involved in your organization’...
This article is based on a white paper issued by Global Knowledge . Reprinted with permission.
I have been working with Windows 8 since its earliest beta version, and I love ...
The technical service and support landscape is a highly dynamic and oftentimes highly reactive space. Just as all professional fields evolve, adapting to new realities, new expecta...
Each year, HDI releases an annual report on practices and salaries in the technical support industry. The goal of the HDI Practices & Salary Reports is to help support center l...
“When companies adopt technology, they do old things in new ways. When companies internalize technology, they find disruptive things to do….The only way to compete is ...
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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