HDAA Resource Area
What is a "problem?"
ITIL® 4 defines a problem as "a cause, or potential cause, of one or more inci...
Many of my colleagues write, document, and talk about metrics in the service and support industry in which we live. Yes,...
Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
As we expanded further into the field of service management back in 2014, HDI began researching and publishing about Enter...
“Chance favors the prepared mind.”—Louis Pasteur
With the exception of taking my car around the block o...
Customer satisfaction (CSAT) is the result of delivering satisfactory services, providing easy access to these services,...
