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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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The VeriSM™ service management approach was introduced in the fall of 2017. Many organizations in the European and Asia Pacific regions have embraced the approach in successf...
One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat...
Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Global ITSM Process Manager at IKO and am responsible for the ITS...
Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a metrics-rich industry. It got me thinking ab...
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...
This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011, with a new edition of the five ITIL core books made availa...
Yikes! My Cloud host service made a change; now my services aren’t working anymore!
Let’s say you have outsourced at least some of the services you provide to your...
What is ticket categorization, and why is it so important to the success of a support center? Ticket categorization is a component of several support center processes, namely event...
The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that deliver the designed value. This goal is based on a working...
Okay, something’s gone wrong with one of your IT services. You and your coworkers are trying to resolve it by shooting from the hip. You personally think this event is someth...
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