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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.
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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...
noun | computing
Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human...
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...
5 Tips for Automation
Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda...
Today, I’m sharing a recent question from Connect about First Contact Resolution and my response.
Q: Hi all. I'm looking for a good definition of First Contact R...
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