HDAA Resource Area
Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and IT...
Welcome to HDI's Key Performance Indicator on After-Call Work.
The KPI Bulletin series consists of 12 short books ...
2019 HDI Practices & Salary Report, Part 1 Staffing, Training and Compensation
The HDI Practices & ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
What is a diamond in the rough?
By definition, a diamond in the rough is merely a clump of carbon that, given the righ...
Subject:
Sharing Operational Procudures
Timeline Request:
Responses collated June 2019
Request:
How does your Se...
Since authoring the 2011 edition of ITIL® Service Strategy, many organizations have asked me to review their strateg...
