HDAA Resource Area
As we expanded further into the field of service management back in 2014, HDI began researching and publishing about Enter...
“Chance favors the prepared mind.”—Louis Pasteur
With the exception of taking my car around the block o...
ITIL® 4 has been around about a year and you might be asking yourself are the practices, previously processes, still a...
Everything is a pilot. That’s a line I’ve repeated countless times throughout my career. Whether it’s la...
My colleague, Deborah Monroe, recently contributed a fabulous article about how to make working from home work. If you...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Imagine a speeding truck going 100 miles per hour. Now, imagine trying to replace the engine of this speeding truck with...
Recently, I was on a business trip visiting one of my client's sites. The client was holding a large meeting for eve...
Have you ever had to have a tough conversation with someone who reports to you? What about your boss or a customer? I...
I've got that old Tina Turner song, "What's Love Got to Do with It?" stuck in my head. It's annoyi...
