HDAA Resource Area
The "new normal" of the past few months has me thinking about what really matters, both in my professional and...
No doubt your organization has been impacted in some manner by accessibility. Whether you have been party to increasing ...
Service catalogs are a great tool to provide an overview of the services you offer as an IT department. There are three ...
It can be easy to get distracted from our goals, and there's more going on in our lives than we had ever expected. M...
Technology is a never-ending series of changes. Sometimes big, sometimes small, there's never a time when changes ar...
What is a "problem?"
ITIL® 4 defines a problem as "a cause, or potential cause, of one or more inci...
Many of my colleagues write, document, and talk about metrics in the service and support industry in which we live. Yes,...
Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
As we expanded further into the field of service management back in 2014, HDI began researching and publishing about Enter...
