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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

Tag - supportworld

Top 3 Myths—and What You Need to Know—About VeriSM...

by HDI Support World Magazine  Wed 04 September 2019

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...

Be the Dream Manager: Build Stretch and Personal Goals with Your Peopl...

by HDI Support World Magazine  Thu 05 September 2019

As a Business Associate with HDI, I am sent all over the globe to remote or busy places to deliver certification training or to consult with service desks. One of my most memorable...

Strategy—The Key Leadership Tool for EVERY Manager...

by HDI Support World Magazine  Fri 06 September 2019

Strategy can be a practical tool that unlocks better team performance and personal career growth. Managers at every level use strategy to impact their organizations positively and ...

The Recipe for Implementing a Great Change Management Process...

by HDI Support World Magazine  Wed 28 August 2019

Change is the inevitable and always to be expected, but for some reason it’s the very thing that scares people the most. Two of my favorite mantras are “Change is in th...

Metric of the Month: Customer Experience...

by HDI Support World Magazine  Thu 29 August 2019

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...

Focus on Value: A Fundamental Formula...

by HDI Support World Magazine  Wed 21 August 2019

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...

Knowledge and Your Team...

by HDI Support World Magazine  Tue 20 August 2019

There is a lot of talk out there about knowledge management because it is important. But what exactly is knowledge management? According to Enterprise Knowledge, “Knowledge M...

Adopting and Adapting ITSM Best Practices at IKO Industries...

by HDI Support World Magazine  Thu 22 August 2019

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...

Death to the Term Soft Skills: Writing Is a Hard Skill All Support Pro...

by HDI Support World Magazine  Thu 15 August 2019

I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills ...

Optimize the Fulfillment Process for Just-in-Time Delivery...

by HDI Support World Magazine  Tue 13 August 2019

As a business grows, the need for technology increases. However, technology comes with a cost—often quite a high price tag. So, it is important that we effectively manage our...

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