HDAA Resource Area
Change management is a critical component of keeping systems and applications stable in the face of continual business c...
Make sure your service delivery measures up to the needs of your organization and the expectations of your employees.
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My current life in IT revolves around data. As a sales consultant, I am striving to ensure that people can better see an...
You can throw around all the buzzwords you want about what the future of support will look like. But when all is said an...
It is another year running past the finish line. We have had our bumps and our bruises. Hopefully, we have also had some...
The term tiered support refers to the way that a support center is organized, in order to handle incoming support issues...
Practice your influencing skills to gain trust and credibility
"Why can't I get my boss to buy-in on my go...
In the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier...
Align training goals with business goals and establish measurements
In the first part of our ROI of Training series, w...
Everyone in your organization is a potential attack vector. Phishing and its variants (like spear phishing) are a very p...
