HDAA Resource Area
What is a diamond in the rough?
By definition, a diamond in the rough is merely a clump of carbon that, given the righ...
Subject:
Sharing Operational Procudures
Timeline Request:
Responses collated June 2019
Request:
How does your Se...
Since authoring the 2011 edition of ITIL® Service Strategy, many organizations have asked me to review their strateg...
I love what I do, I love my coworkers, and I love where I work. I believe these three things are the key ingredients to ...
A simple phrase is keeping you from greatness.
Many phrases are so commonly used that we actually start believing them...
The question is asked in desperation, when it feels like there isn't enough of you to go around. It comes when the d...
As the dependence on modern government, education, and healthcare IT grows, the role of IT service management (ITSM) in pr...
Have you ever hired a service desk analyst who aced the interview, but when it came down to supporting your customers, t...
I remember as a kid watching the Transformers Generation 1 cartoons in the 80s and thinking how cool it would be to be a...
Welcome to HDI's Key Performance Indicator on Talk Time.
The KPI Bulletin series consists of 12 short books that c...
