HDAA Support Industry Quick Statistics 2019
This is a one page industry overview of the most sought after statistics from HDAA. It has proven extremely valuable as a ...
AXELOS - ITSM Benchmarking Report 2019
We live in a world of ongoing transformation. While digital transformation in particular has become an unavoidable reali...
The State of Technology and Operations in 2019
The HDI Practices & Salary Series is a tool used by technical support and service management leaders to better underst...
The State of Ticket Management and Metrics in 2019
The HDI Practices & Salary Series is a tool used by technical support and service management leaders to better underst...
The State of Staffing, Training and Compensation in 2019
2019  HDI Practices & Salary Report, Part 1 Staffing, Training and Compensation The HDI Practices & ...
Metric of the Month: Annual Agent Turnover
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Metric of the Month: Incident Mean Time to Resolve
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...

ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

DevOps Foundation®, is a registered mark of the DevOps Institute.

HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.

KCS® is a Service Mark of the Consortium for Service Innovation™.