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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

Tag - service management

Build Your 2020 Service Roadmap...

by HDI Support World Magazine  Fri 03 January 2020

With 2019 at an end, it’s time to reflect on the progress made in the past year and get ready for what’s coming next. I’ll run through the final items to check of...

No News Is Good News: Common Phrases that Will Destroy Your Service Qu...

by HDI Support World Magazine  Tue 11 June 2019

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 will degrad...

A Profile in Change Management: Housing 21 Information Services Team...

by HDI Support World Magazine  Thu 19 December 2019

Housing 21 is a leading, not-for-profit provider of retirement housing and extra care for older people of modest means. Based in Birmingham, they operate in nearly 200 local author...

A Profile in Knowledge Management: Chick-fil-A HELP...

by HDI Support World Magazine  Wed 18 December 2019

Chick-fil-A is the third largest American fast food restaurant chain and the largest specializing in chicken. The company, founded in 1946 and headquartered in College Park, Georgi...

A Profile in Service Improvement: Mercy Technology Services Help Butto...

by HDI Support World Magazine  Tue 17 December 2019

Mercy Technology Services (MTS) provides and manages technology solutions for Mercy, one of the largest Catholic health systems in the nation, and since 2014 extends services to ot...

7 Steps to Incident Categorization...

by HDI Support World Magazine  Wed 11 December 2019

In part one of this series, I looked at basic categorization schemes and why categorization is so important for decision-making. In this part, I will walk you through, step-by-step...

Understanding Business Maturity...

by HDI Support World Magazine  Tue 26 November 2019

A business must benchmark its maturity in order to progress. Possessing the information of whether or not your organization is maturing or standing in place is essential. For this ...

Agile Continual Service Improvement...

by HDI Support World Magazine  Fri 22 November 2019

Continual service improvement (CSI) is one of the most critical practices organizations need to perform to ensure their services meet customer needs. There are two main focuses of ...

AI-Driven Automation Is Changing the ITSM Game...

by HDI Support World Magazine  Mon 28 October 2019

The utility, efficacy, and viability of traditional IT management solutions have plateaued for a variety of reasons, including costs, productivity issues, and scarce talent, to nam...

Other Duties as Assigned: Knowledge Management...

by HDI Support World Magazine  Wed 30 October 2019

I have the pleasure of leading an internal service desk that supports associates across the globe. We’re lean, well-aligned with the business we support, a bit scrappy, and v...

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