HDAA Resource Area
The promised benefits of a CMDB are rarely argued and generally desired. The realization of those promises, however, are...
If your organization does formal annual reviews it is a good idea to have periodic check-ins with your team throughout t...
Artificial intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems....
As technology has become more pervasive within almost every type of business, the concept of having a concrete plan to r...
Welcome to HDI's Key Performance Indicator on Service Level.
The KPI Bulletin series consists of 12 short books th...
With the explosion of the global economy and information technology it is now possible for a knowledge worker to work, l...
One of the recurring issues consultants experience during their long careers, is the eventual abandonment of Continual S...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega,...
Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant...
