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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
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 ...
Hardly a week goes by without another big story in the world of mobility. From new Apple and Samsung product releases to Microsoft’s purchase of Nokia to BlackBerry’s l...
It’s no secret that IT service and support professionals are facing a paradigm shift in customer support. While there is some angst about the how changing technologies will a...
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’...
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...
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...
I am the Cherwell service desk’s worst nightmare. There, I said it (and they’d tell you so, too). Why? Because I’m in love with technology, but I’m a minima...
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