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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
Strategy can be a practical tool that unlocks better team performance and personal career growth. Managers at every level use strategy to impact their organizations positively and ...
One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correl...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlat...
SLAs. SLOs. TTR. ASA. Uptime. Downtime. The list of IT metrics is long and heavy with meaning. IT managers meet for lunch and ask each other “How’s your abandon rate?&r...
Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the late 90s, I was surrounded by a technical community that was mo...
What is “value?”
Think back to the last time you made a major purchase, like a car. Why did you choose the car you did? Perhaps it was because of the features insta...
Part of running a service desk is having to ask for more: more resources, more tools, and more time. One of the top challenges our community has is the dreaded doing more with ...
Believe it or not, your company has always been doing IT Service Management (ITSM), from the moment it first used a computer. Whether formally defined or not, ITSM exists in some f...
In my last installment on the ROI of training, I am going to focus on measuring training effectiveness. The reason training is devalued, cut, or not implemented at all is becau...
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