HDAA Resource Area
In providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as mu...
Most of us have metrics we use to measure how well we are doing in our professional roles. Many of us in the IT field ev...
There's a new term that's popped up and worth investigation: going ticketless. It begs for some investigation, a...
Here come the flowers, the softer warmer breezes, and new growth in every area of the northern hemisphere! It is May: He...
Welcome to HDI's Key Performance Indicator on First Contact Resolution Rate.
The KPI Bulletin series consists of 1...
Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the ente...
This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011...
