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Source - HDI Report


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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Tag - Business of Support

"Shift Left" into the Fast Lane with Self-Service 2.0 ...

by HDI Support World Magazine  Thu 01 January 2015

  The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services. First it was sharing corporate data usi...

The IT Strategy Toolkit, Part II...

by HDI  Thu 01 September 2011

With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the ple...

Service Innovation: A Creative Approach to Service Delivery...

by HDI  Thu 01 September 2011

Most businesses claim to use their customer service organizations as key differentiators in creating competitive advantage in the marketplace, but this claim does not withstand c...

The Zen of Support...

by HDI  Tue 01 May 2012

All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the mos...

An Apple a Day: Creating the Strategic Service Desk...

by HDI  Sun 01 January 2012

When Apple announced the launch of the Apple Stores in 2001, it was met with widespread skepticism. There was concern over the impact the stores would have on Apple’s exist...

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