HDAA Resource Area
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for ...
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discu...
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also neede...
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account...
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or p...
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your I...
This report, focusing on the state of service management in 2021, provides service management and technical support leader...
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taki...
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers r...
Brief Overview of the Workshop :
Our November members workshop was on 'ITIL®4 - Finding Your Pathway...
