HDAA Resource Area
Shift left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option:
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The Vital Third Part of Digital Transformation
While enterprise service management—the use of IT service management...
Do any of these situations sound familiar?
Your service delivery is not meeting the business expectations. In fact, whe...
What percent of logged incidents should be linked to a knowledge article before each ticket is closed?
Link Rate is a met...
Have you ever considered your career to be a “project?” If you think about it, your career is one of the most ...
Everyone is talking about automation, it seems. In fact, in a recent survey of their readers by ITSM.tools, automation was...
Is It Time to Transition?
With IT shops under increasing pressure to align with and ultimately integrate into the busines...
Vantiv was a finalist for the HDI 2017 Knowledge-Centered Service Award.
At Vantiv, we’re changing the face of paym...
Where do your reports wind up? Are they in front of an interested executive or in the trash? Mostly, IT reports end up in ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...
