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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
The era of digital transformation has injected new life into the old wisdom, “The only constant in life is change.” In our plugged-in world, change is happening at a br...
In tech support for higher education, we have the unique opportunity to provide students with a great real-world experience of serving others while gaining valuable technology skil...
We’re seeing massive changes in the IT environment. It is creating what I call a “great drift northward” in terms of skills that the tech worker needs.
The promised benefits of a CMDB are rarely argued and generally desired. The realization of those promises, however, are evasive. Several years ago, there was talk of nearly 80...
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...
Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and ITIL are mortal enemies, incompatible, or somehow mutually...
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...
Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the enterprise. and for good reason. When you think about the ...
In The Foundation of a Team, I focused on the importance of strong trust and respect as the foundation of every successful team. Specifically, I talked about the value of vulnerabi...
It’s been said that “HR is the new IT.” This generally refers to a common direction towards building HR solutions centers and shared service center designs for ma...
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