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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
Part of running a service desk is having to ask for more: more resources, more tools, and more time. One of the top challenges our community has is the dreaded doing more with ...
The mission of technical support has always been to get people back to work as rapidly as possible after they have suffered an interruption (incident) or if they need something (se...
Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM.
Enterprise service m...
Be mindful of your customers’ time when you deflect calls and contacts and provide self-service solutions
“Time is money.” —proverb
There’s a f...
I delivered a presentation at ITSM16 in London titled, “Customer Service Excellence: Now More Than Ever.” Those who are familiar with my views on service management kno...
Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. From the CIO who views self-service...
CIO Magazine’s 2014 State of the CIO survey revealed that 75 precent of survey respondents felt projects done without IT involvement created problems. Yet, with the easy avai...
Malcolm Fry and Phil Verghis were already well-known trusted advisors for business and IT executives when I first interviewed them a decade ago. Who better to talk with about the t...
If you gave a word association test to anyone in IT, it might go something like this: insourced help desk = good, secure, right; outsourced help desk = bad, job loss, wrong. Let&rs...
In March, I had the privilege of speaking on the future of IT support at HDI 2015. In shepherding attendees along the path of IT maturity, from queue management through to business...
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