HDAA Resource Area
Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Globa...
Subject:
Decentralised Service Desk
Timeline Request:
Responses collated Aug 2019
Request:
Deanne's custom...
One of the more interesting and practical aspects of ITIL 4 is referred to as "the guiding principles," descri...
There is a lot of talk out there about knowledge management because it is important. But what exactly is knowledge manag...
I admit it. I hate the term "soft skills" and want everyone to stop using it. Right now. It's vague, it...
As a business grows, the need for technology increases. However, technology comes with a costoften quite a high price ta...
Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a ...
My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with ...
Having a customer satisfaction survey doesn't mean you have insight into what frustrates your customers. The score f...
Welcome to HDI's Key Performance Indicator on After-Contact.
The KPI Bulletin series consists of 12 short books th...
