HDAA Resource Area
5 Tips for Automation
Remember that automation is about better business outcomes not just adding technology. It'...
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be succe...
The recipe for great IT services has always been a combination of people, processes, and technology. With the increased ...
Today, I'm sharing a recent question from Connect about First Contact Resolution and my response.
Q: Hi all. I...
Q: Hi all. I...
Welcome to HDI's Key Performance Indicator on First Call Resolution Rate.
The KPI Bulletin series consists of 12 sho...
This document outlines how Major Incidents affecting services provided by ICT are identified, escalated and managed throug...
It's no secret that ITIL® 4 (no "v") is out. The Foundation book is publicly available from AXEL...
