HDAA Resource Area
A Reference Guide to the Balanced Scorecard Service Model
The goal of this reference guide is to provide support manager...
Is It Time to Transition?
With IT shops under increasing pressure to align with and ultimately integrate into the busines...
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth G...
A Western Kentucky University Success Story
In August 2013, Western Kentucky University (WKU) adopted a new ticketing ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...
In today's millennial workplace, team members seek a sense of purpose.
Team metrics play a big role in improving how w...
Team metrics play a big role in improving how w...
Ask any service delivery professional if they want to make lasting improvements and they will all say, "Yes, of...
Brief Overview of the Workshop
In this workshop Christine will focus on the Service Catalogue & CMDB as the end game ...
In this book, the fourth installment of HDI's performance metrics guide series, we step back a few paces and look at t...
Rolling out Knowledge Centered Service (KCS) is easy. KCS is a well thought out process, it doesn't require difficult ...
