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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Tag - metrics and measurements

How to Select the Right Knowledge Management Metrics...

by HDI Support World Magazine  Thu 12 April 2018

You have accepted the challenge to improve your knowledge management initiative. But before you charge in with your ideas and lay out your plan, assess the current state. Talk with...

Self-Service Metrics, Part 1: Demystifying the Terminology Behind Anal...

by HDI Support World Magazine  Fri 19 April 2019

If you’ve been around the world of service management in recent years, you have no doubt become increasingly familiar with the concept of shift left, a strategy for shifting ...

The Power of Story for Your Data...

by HDI Support World Magazine  Tue 12 March 2019

“Stories are relics, part of an undiscovered pre-existing world. The writer’s job is to use the tools in his or her toolbox to get as much of each one out of the ground...

Metric of the Month: Agent to Supervisor Ratio...

by HDI Support World Magazine  Wed 20 February 2019

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...

Metrics and Storytelling...

by HDI Support World Magazine  Tue 05 February 2019

Part of running a service desk is having to ask for more: more resources, more tools, and more time. One of the top challenges our community has is the dreaded doing more with ...

Metric of the Month: Channel Mix...

by HDI Support World Magazine  Thu 24 January 2019

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...

2019 Insight: Contacts per User per Year - and More...

by HDI Support World Magazine  Tue 15 January 2019

Recently, an HDI member used HDI's 'Ask Your Network' community on HDIConnect to ask a few simple questions regarding contact volume. The questions were, roughly: ...

What Works in Professional Development: The ROI of Training, Part 3...

by HDI Support World Magazine  Wed 19 December 2018

In my last installment on the ROI of training, I am going to focus on measuring training effectiveness. The reason training is devalued, cut, or not implemented at all is becau...

Metric of the Month: User Self-Service...

by HDI Support World Magazine  Wed 28 November 2018

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...

4 Questions That Will Help You Improve Your Service Desk Data...

by HDI Support World Magazine  Mon 19 November 2018

Make sure your service delivery measures up to the needs of your organization and the expectations of your employees. Stop me if you’ve heard any of these modern data clic...

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