HDAA Resource Area
Recently, a power transformer on my street malfunctioned and the power at my home (which includes my office) went off. I...
I'd like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part ...
Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the lat...
In The Foundation of a Team, I focused on the importance of strong trust and respect as the foundation of every successf...
This HDI developed spreadsheet allows you to calculate the return on investment (ROI) of acquiring or building a knowledge...
