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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 part one of this series, I looked at basic categorization schemes and why categorization is so important for decision-making. In this part, I will walk you through, step-by-step...
Incident categorization is a challenge for IT organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization at some point finds th...
Process documentation and adoption is a key aspect of maturing a service management practice, yet it is often performed in a painstakingly difficult and time-consuming manner, yiel...
Imagine if you will...You're upgrading your service management processes and tools to deliver better outcomes to the business. You've selected a software vendor and perhaps...
About three years ago, I accepted a position as Sr. Technical Support Manager for a healthcare data analytics company. In this role, I was tasked with improving the service desk, w...
ITIL® references four Ps related to its framework: People, Process, Products, and Partners. These Ps represent a relationship between entities that work together to deliver the...
ITSM principles provide guidelines to assist IT organizations in creating processes to provide customers with the highest quality experience. The processes need to be interconnecte...
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...
Let’s cut to the chase – we just don’t do Problem Management. We don’t do enough of it. When we do attempt it, it doesn’t really get done well...
One of the most difficult aspects of service transformation is presenting it in a way that resonates with operations and the engineering and architecture
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