HDAA Resource Area
The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that d...
While cost metrics get most of management's attention, it is resolution metrics that get a customer's attention, r...
A Reference Guide to the Balanced Scorecard Service Model
The goal of this reference guide is to provide support manager...
Is It Time to Transition?
With IT shops under increasing pressure to align with and ultimately integrate into the busines...
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth G...
A Western Kentucky University Success Story
In August 2013, Western Kentucky University (WKU) adopted a new ticketing ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...
