HDAA Resource Area
“Chance favors the prepared mind.”—Louis Pasteur
With the exception of taking my car around the block o...
Customer satisfaction (CSAT) is the result of delivering satisfactory services, providing easy access to these services,...
ITIL® 4 has been around about a year and you might be asking yourself are the practices, previously processes, still a...
This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to d...
During the current pandemic, companies and organizations have been acting fast to get people working productively from hom...
HDI conducts comprehensive annual research on almost every aspect of the service desk, from hiring, staffing, and salaries...
With so much business and technology change surrounding IT Service Management - as well as the impact of COVID-19 - what d...
With continued automation of routine tasks, decline of the break fix model, and eradication of technical debt, what will a...
Everything is a pilot. That’s a line I’ve repeated countless times throughout my career. Whether it’s la...
First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with th...
