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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
Continual service improvement (CSI) is one of the most critical practices organizations need to perform to ensure their services meet customer needs. There are two main focuses of ...
One of the recurring issues consultants experience during their long careers, is the eventual abandonment of Continual Service Improvement (CSI) efforts. There seems to be a point ...
Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Global ITSM Process Manager at IKO and am responsible for the ITS...
A service management roadmap is primarily useful for coordinating and implementing service improvements. A scorecard-based service management roadmap is one way to measure and then...
Wow! Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading this now, because your immediate response might have b...
Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. When fully implemented, a common KM system that is availa...
When we want to take stock of how our IT department is doing, we have all the old standbys of performance metrics to guide us: mean time to resolve, cost per incident, customer sur...
Every field services or support services team has first call resolution (FCR) in their metrics. During my nearly 40 years in the technology business, I have worked for and with...
HDI announced the winners of the 2015 HDI Service Management Awards at the recent FUSION 15 Conference & Expo which took place November 1–4 in New Orleans. The annual eve...
We've committed the mantra of “what gets measured gets done,” often attributed to Peter Drucker, to memory. We know that measuring things changes behavior and resul...
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