HDAA Resource Area
It is rare to hear an IT organization complain that they have too much budget and that their employees are trained too w...
In part 1 of my series on ITIL® 4, we discussed the changes in the language of ITIL - a language that we've all ...
Subject:
Major Incident Classification
Timeline Request:
Responses collated July/Aug 2019
Request:
...
The calls keep coming. Every day, it feels like the same calls come in to the service desk, and there's nothing that...
Brief Overview of the Workshop:
ITIL4 introduces the SVS - an overarching service value system where every service has it...
If you avoid conflict to keep the peace, you start a war inside yourself. - Cheryl Richardson
As I sat having a conver...
Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and IT...
Welcome to HDI's Key Performance Indicator on After-Call Work.
The KPI Bulletin series consists of 12 short books ...
2019 HDI Practices & Salary Report, Part 1 Staffing, Training and Compensation
The HDI Practices & ...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent be...
