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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
In the tech community, there’s a standing joke that, if you ask four data scientists what the meaning of artificial intelligence (AI) is, you’ll get five answers. Despi...
The technical support and service management industry is a community of people dedicated to their craft, who strive for excellence every day. These industry experts challenge us to...
Over the next 10 years, companies world-wide, within all industries, will see greater change than that seen over the past 30 years. Most of these changes will be driven by the inte...
Once I was having coffee with a group of neighbors, one of whom happened to be a retired professor of economics. Since my degree was in political science, I engaged him on which ec...
Are your service desk agents functioning as bots?
If the bulk of the work being done by your service desk agents consists of tedious, repetitive tasks, then your service desk a...
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...
My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with tons of supplies for his children for the upcoming school ...
Corporately, we’re a little stuck.
There is much afoot in the business world. People are racing to adopt technologies that vendors are convincing them are must-ha...
Are You Ready?
There’s so much possible now with advancements in service desk tools, it raises questions: Why are so many service desks operating the same way they did 20 ...
This year, the HDI SupportWorld publishing calendar included the topics of workforce management, metrics, knowledge management, service management, and customer experience. As one ...
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