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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 providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as much information as we can out into a self-service format. I...
If you’ve been around the world of service management in recent years, you have no doubt become increasingly familiar with the concept of shift left, a strategy for shifting ...
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...
In the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier possible. It’s an initiative all IT organizations pus...
Shift left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option:
Incident resolution to tier 1 analysts (service desk)...
Today’s customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service tools in their personal lives as well as in the workplace. As...
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...
The game has changed for technical organizations introducing self-service or a service portal to their customers. Instead of the days when people would either accept self-service e...
HDI Leadership Forums hold speed-circuit discussions to share ideas
One of the features of the HDI Leadership Forums is the “Speed Circuit” discussion. Each table at...
Ellie Mae is a FinTech company that innovates technology to power the American dream of home ownership. Ellie Mae is headquartered in Pleasanton, CA, and employs more than 1,200 pe...
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