HDI: Why XLAs Might be Better Than Traditional Metrics for Measuring IT Business Alignment
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HDI: How to Avoid Mediocrity in IT Service and Support
Too often, the system of IT service and support is geared toward maintaining the bare minimum of service. Here is an ...Read more >
HDI: Why Service Desk Managers and Their IT Service Desks Need XLAs
Metrics are not enough for understanding whether or not your IT service is meeting the needs of your client or ...Read more >