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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 - service management

The Evolution of ITIL: A New Operating Model in ITIL 4...

by HDI Support World Magazine  Tue 30 April 2019

This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011, with a new edition of the five ITIL core books made availa...

The Power of Proactive Service and Support...

by HDI Support World Magazine  Wed 24 April 2019

Recently, a power transformer on my street malfunctioned and the power at my home (which includes my office) went off. I have a UPS (uninterruptable power supply) for my network so...

Help Desk Horror Stories...

by HDI Support World Magazine  Fri 19 April 2019

I’d like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! Sit back! Keep the lights on! Enjoy the read! Horror St...

The Value of the WHY in Your Knowledge Base...

by HDI Support World Magazine  Wed 10 April 2019

Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the late 90s, I was surrounded by a technical community that was mo...

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 ...

Why IT Needs HR and Vice-Versa: Strategies for Enterprise Service Mana...

by HDI Support World Magazine  Wed 20 March 2019

It’s been said that “HR is the new IT.” This generally refers to a common direction towards building HR solutions centers and shared service center designs for ma...

Telling Your (Business Value) Story...

by HDI Support World Magazine  Wed 06 March 2019

What is “value?” Think back to the last time you made a major purchase, like a car. Why did you choose the car you did? Perhaps it was because of the features insta...

Managing the Changes Deployed by Your Cloud Vendor...

by HDI Support World Magazine  Wed 27 February 2019

Yikes! My Cloud host service made a change; now my services aren’t working anymore! Let’s say you have outsourced at least some of the services you provide to your...

Incidents or Requests: How to Classify Service Performance Issues...

by HDI Support World Magazine  Tue 19 February 2019

Recently, a question came in asking about the best way to classify and handle performance issues. Performance for the purpose of this discussion is the availability, reliability, o...

Single Point of Success...

by HDI Support World Magazine  Thu 17 January 2019

Eliminate single points of failure within your tech support organization Within the information technology realm, our servers, networks, and much else are redundant. We have bac...

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