HDAA Resource Area
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Change is the inevitable and always to be expected, but for some reason it's the very thing that scares people the m...
Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Globa...
Subject:
Decentralised Service Desk
Timeline Request:
Responses collated Aug 2019
Request:
Deanne's custom...
One of the more interesting and practical aspects of ITIL 4 is referred to as "the guiding principles," descri...
There is a lot of talk out there about knowledge management because it is important. But what exactly is knowledge manag...
I admit it. I hate the term "soft skills" and want everyone to stop using it. Right now. It's vague, it...
