HDAA Resource Area
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...
Current trends in information security see things like security information and event management (SIEM), machine learnin...
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and cha...
Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers ignore issues...
The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that d...
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth G...
