HDAA Resource Area
Use Lessons Learned from the Cloud to Optimize Your Service Management
Unless you've been stuck under a technologi...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Service management is a set of processes and procedures that allow us to serve the customer and make their experience va...
Measures. Perhaps one of the most critical, yet often haphazardly defined concepts within an IT organization. If you don...
The game has changed for technical organizations introducing self-service or a service portal to their customers. Instea...
IT loves its frameworks. Not only do we love our frameworks, we are fiercely loyal to those that we believe will help us d...
HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, an...
Create experiences with leadership, design groups, and stakeholders
Technology is moving so fast it outpaces a company...
A Roller Coaster of Change and Innovation
Change is the only constant in life. This statement was true when docume...
Change is the only constant in life. This statement was true when docume...
Pespectives from the field
Many moons ago, as a freshly minted engineer working in an IT Help Desk at a University (go...
