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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
Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant at home no less, is the kind of scary that’s best avo...
The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega, and the reason we wake up every day. Alright, that may be a...
One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I’ve been involved in martial arts for almost 25 years, and this day I w...
There’s plenty of talk about external-facing customer support, how it’s changing, and how companies are using it to gain a competitive edge. Then there’s the flip...
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 correlations...
As a business grows, the need for technology increases. However, technology comes with a cost—often quite a high price tag. So, it is important that we effectively manage our...
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The score from your key performance indicator, whether it&rs...
Earlier this year, HDI conducted research on knowledge management. One of the big questions we asked was whether organizations that have a knowledge management program fee...
A simple phrase is keeping you from greatness.
Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that w...
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...
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