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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
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...
Recently, an HDI member used HDI's 'Ask Your Network' community on HDIConnect to ask a few simple questions regarding contact volume. The questions were, roughly:
The term tiered support refers to the way that a support center is organized, in order to handle incoming support issues in the most effective and efficient way possible. The tiere...
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...
Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.)
Technical support is not going away anytime soon. I’ve lost track of how...
Gain Senior Stakeholder Confidence in the Service Organization
My leadership team gathered in the conference room waiting for the CIO to join us. We anxiously waited for the opp...
Updating, upgrading or installing software or hardware across an enterprise, department, or group
Potential for disaster
There are almo...
My leadership team gathered in the conference room waiting for the CIO to join us. We anxiously waited for the opportunity to share our story and present a business case for adding...
Raising employee satisfaction winds up raising customer satisfaction. But raising salaries alone won’t do that; it takes more of a focus on learning and opportunities to impr...
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