HDAA Resource Area
In January, we had high hopes that 2020 would be the "year of seeing clearly." If you ask me, the present sent...
Once upon a time, there was an IT organization adapting to changing market conditions, ways of working (and ways of livi...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
Having led several global IT teams, I've flown around the world visiting offices from Trondheim to Tokyo, and friend...
We've all been there. A major incident happens. Email goes down or a major server crashes or any number of other fir...
Things that were thought impossible a few months agolike having nearly 100% of employees working from homehave been made p...
Recently I attended an HDI leadership summit and was asked to give a presentation on participation. Because this was a l...
Everyone who provides service and support strives to give the best experience possible. To ensure that we are hitting th...
Let's start out by putting change management into perspective. While there's much to learn from the "Unicor...
On Monday, June 15, 2020, the US came under attack. A massive DDoS (Distributed Denial of Service) attack supposedly kno...
