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43%

 of organisations
 support both
internal and external
customers

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 - ITIL

Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive...

by HDI Support World Magazine  Tue 01 November 2016

In search of the magic wand. Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support c...

6 Steps to Build a Knowledge Management Culture...

by HDI Support World Magazine  Sat 01 October 2016

Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. When fully implemented, a common KM system that is availa...

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...

Creating an Enterprise Service Portal...

by HDI Support World Magazine  Sun 01 November 2015

Self-service tools have really come of age, enabling organizations to develop full-service website portals that include information, service requests, and self-service opportunitie...

Problem Management - The Game Changer, The Value Creator...

by Cherwell Software  Sun 01 June 2014

Let’s cut to the chase – we just don’t do Problem Management. We don’t do enough of it. When we do attempt it, it doesn’t really get done well...

Two ITIL Processes that Pack Big Business Punch...

by HDI Support World Magazine  Wed 01 May 2013

For more than twenty years, the technical service and support industry has been trying to arrive at a common understanding of IT/business alignment. But why is this subject s...

BYOD & ITSM: What you need to know...

Tue 30 April 2013

The introduction of a bring-your-own-device (BYOD) program can potentially sully the IT service management processes you have in place. Highly functional personal devices are incr...

What ITIL Certifications Mean to Your IT Management Practices...

by HDI  Thu 21 February 2013

ITIL is growing in demand and some employers are paying a premium for certifications and experience in the best practices methodology, but the first question is what exactly is ITI...

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