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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 - Desktop Support

Metric of the Month: Customer Satisfaction...

by HDI Support World Magazine  Wed 07 June 2017

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

Top 25 Thought Leaders in Technical Support and Service Management...

by HDI Support World Magazine  Tue 31 January 2017

Resolutions: I will stop doing things the same old way because “that’s the way we’ve always done it.” I will never say, “Have you tried tur...

The Advancement Myth: Rethink Leadership Strategies to Empower Growth...

by HDI Support World Magazine  Tue 09 May 2017

How often have you heard a phrase like, “Helpdesk is a great stepping stone in IT at our organization?” If you’re like a lot of organizations, this is either an a...

The Word Is Optimism...

by HDI Support World Magazine  Thu 01 June 2017

Reflections from HDI 2017 Conference & Expo HDI 2017 Conference & Expo happened just outside Washington, DC, May 9–12, with workshops starting earlier. You can wat...

Considering a New ITSM Tool? Remember the Stakeholders ...

by HDI Support World Magazine  Sat 01 April 2017

I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics reports, I asked two questions: Are you getting ...

Optimize People, Process, and Technology: Using Contractors to Handle ...

by HDI Support World Magazine  Sat 01 October 2016

rollout: noun Updating, upgrading or installing software or hardware across an enterprise, department, or group Potential for disaster    There are almo...

Focus on Developments in Desktop Support...

by HDI Support World Magazine  Mon 01 August 2016

Desktop support is more than just the “people who repair computers.” Technicians cover a wide range of responsibilities supporting many tasks, including asset manag...

From First Call to First Conversation Resolution...

by HDI Support World Magazine  Tue 01 March 2016

Over the years customer support centers have evolved from being simple call centers with general support options to hosting specialized agents who focus on specific support functio...

A Revised Road Map for Desktop Support: Where Are We Now?...

by HDI Support World Magazine  Tue 01 March 2016

In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, sh...

First Call Resolution: Getting It Fixed the First Time...

by HDI Support World Magazine  Fri 01 January 2016

Every field services or support services team has first call resolution (FCR) in their metrics. During my nearly 40 years in the technology business, I have worked for and with...

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