HDAA Resource Area
It can be a challenge to find professionals that have the right mix of technical and customer service skills to be succe...
5 Tips for Automation
Remember that automation is about better business outcomes not just adding technology. It'...
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...
It's no secret that ITIL® 4 (no "v") is out. The Foundation book is publicly available from AXEL...
It's been said that "HR is the new IT." This generally refers to a common direction towards building HR so...
If you've been around the world of service management in recent years, you have no doubt become increasingly familia...
Imagine that you are in a large room full of brilliant executive leaders. Everyone is waiting with anticipation to recei...
In my pursuit to help my employees improve their career satisfaction, I came across something called one-on-one meetings...
"Stories are relics, part of an undiscovered pre-existing world. The writer's job is to use the tools in his...
