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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
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 ...
I’d like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! Sit back! Keep the lights on! Enjoy the read!
A standard operating procedure (SOP) is a procedure that is specific to your company or organization that describes the activities necessary to complete a particular task. Some wou...
Ricardo, who is based in Scottsdale, AZ, was just sitting down to his desk a little before 6:00 AM when he received his first call of the day from Karlyn, a company sales rep ...
When I was teaching a recent HDI Support Center Manager course, I was hit with the reality once again on the number of managers that overlook the importance of creating or maintain...
Through several decades of working in and around the customer service areas of information service organizations, I’ve yet to encounter a service desk analyst that can resolv...
Games are without a doubt an addictive fascination, and their use in the workplace is ever growing. The result is a new trend in the marketplace to engage employees and clients cal...
Like it or not, feelings and emotions play a huge role in every area of our personal and professional lives. However, many of the people we work with believe there is no room for e...
Many people are intensely competitive in games, trying to outpace and outsmart their way to the top. Face it, we've been playing games since the days of the cavemen, and it'...
This is part 2 of a 2-part series. Missed part 1? Read it here!
In the first part of this series, I introduced you to Knowledge-Flow Maturity, which provides an alternative to K...
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