HDAA Resource Area
Here come the flowers, the softer warmer breezes, and new growth in every area of the northern hemisphere! It is May: He...
Welcome to HDI's Key Performance Indicator on First Contact Resolution Rate.
The KPI Bulletin series consists of 1...
Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the ente...
This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011...
Recently, a power transformer on my street malfunctioned and the power at my home (which includes my office) went off. I...
I'd like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part ...
Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the lat...
In The Foundation of a Team, I focused on the importance of strong trust and respect as the foundation of every successf...
