HDAA Resource Area
There are costs associated with every case that comes in to your service desk. For every level a case moves from tier ze...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
The key to an effective and smoothly run business is the efficiency and cohesive integration of its business processes. ...
The "new normal" of the past few months has me thinking about what really matters, both in my professional and...
No doubt your organization has been impacted in some manner by accessibility. Whether you have been party to increasing ...
Service catalogs are a great tool to provide an overview of the services you offer as an IT department. There are three ...
Technology is a never-ending series of changes. Sometimes big, sometimes small, there's never a time when changes ar...
What is a "problem?"
ITIL® 4 defines a problem as "a cause, or potential cause, of one or more inci...
Many of my colleagues write, document, and talk about metrics in the service and support industry in which we live. Yes,...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
