HDAA Resource Area
In my last installment on the ROI of training, I am going to focus on measuring training effectiveness. The reason train...
This year, the HDI SupportWorld publishing calendar included the topics of workforce management, metrics, knowledge mana...
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and techn...
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and techn...
This HDAA designed spreadsheet and guide assists you to calculate the cost of support in your organisation.
All the calc...
This must have spreadsheet covers around 150 suggested criteria for selection that can easily be added to for your specifi...
A Post Implementation Review (PIR) is the process of capturing, preserving and utilising the knowledge learned throughout ...
This document outlines the steps required to successfully implement ITIL process.
The document is an excellent reference p...
Here on SupportWorld in December of 2016, I wrote about what I called Level 0.5 support:
If good Level 0 support keeps...
This is a high level document designed to ensure that you have covered off the strategic milestones in the software select...
