Put the Customer or Client at the Heart of Your Decision-Making
January 4, 2022

Traditionally, engineers have created new products for tech firms, not end users. This...

What is KCS Thinking and Why Does it Matter?
January 3, 2022

An overview of a method to encourage documentation of problem-solving to ensure...

Best of HDI in 2021 - #1: Some Thoughts on Leadership in Service and Support
December 29, 2021

Best of HDI in 2021 - #1: Excellence happens when service leaders have an aligned...

Understanding the Service Desk Metric of Cost per Ticket
December 28, 2021

Cost per ticket is a foundational service desk metric, and one every IT service...

Best of HDI in 2021 - #3: The Metrics of Problem Management
December 27, 2021

Best of HDI in 2021 - #3: Problem management is an important part of ITIL 4, but too...