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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
Support is often the forgotten partner in any DevOps initiative. Where we have come a long way in making sure development partners well with operations to get new releases up and r...
As humans, we tend to love our status quo: we like knowing what we need to do, how to do it, and when it needs to be done. So, it’s not surprising that when we discover our p...
One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I’ve been involved in martial arts for almost 25 years, and this day I w...
noun | computing
Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human...
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...
Somewhere along the way, birds got a bad reputation. Not as cute as kittens or playful as puppies, birds are...boring. Before the ornithologists out there get too upset, I want to ...
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...
In 2017, Georgia Tech adopted and implemented ITSM change management. Our goal, like so many other organizations, was to standardize methods and procedures, promptly handl...
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