HDAA Resource Area
Recently, I had a long conversation with an HDI member (I'll call him "Max") who is an IT support manager ...
We have all been there, having to call customer service of a company for which we are a customer. We have an issue that ...
If the rate of change on the outside exceeds the rate of change on the inside, the end is near. - Jack Welch
In Next-G...
This post is part of a four-part series by Adam Krob and Bill Stockton. See also Part 1 and Part 2.
When we left Alice...
This post is part 2 of a four-part series by Adam Krob and Bill Stockton. See Adam Krob's Part 1 and Part 3. The con...
Brief Overview of the Workshop
The discipline of knowledge management had its origins in the 1980s, and though it's b...
There are about one thousand varieties of insincere apology. There's the smirking "Sorry if you were offended&q...
I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting me...
Stephen Mann's Top 10 ITSM Challenges for 2013 considered "IT cost transparency" and "value demonstra...
Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer...
