HDAA Resource Area
The term tiered support refers to the way that a support center is organized, in order to handle incoming support issues...
Practice your influencing skills to gain trust and credibility
"Why can't I get my boss to buy-in on my go...
In the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier...
Align training goals with business goals and establish measurements
In the first part of our ROI of Training series, w...
This document outlines examples of the processes, policies and procedures you need to have in place to implement Service L...
Everyone in your organization is a potential attack vector. Phishing and its variants (like spear phishing) are a very p...
Shift left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option:
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