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66%


of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI


About the Knowledge Base

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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

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What Customers Expect...

by HDI Support World Magazine   Thu 02 April 2020

Every one of us is a customer. There is not a single person on this planet who is not or will not become a customer of something. As customers, we know exactly when we are or are n...

20 Ways to Empathize with Stressed-Out Customers...

by HDI Support World Magazine   Wed 01 April 2020

This article was first published on HDI's partner site, ICMI.com. Whether the problems customers call about are large or small, they all need our empathy. They need us to i...

ITSM from Afar...

by HDI Support World Magazine   Tue 31 March 2020

With more people than ever working remotely, companies of all shapes and sizes are finding themselves adapting to and supporting situations they have never encountered before. The ...

How to Understand Customer Pain...

by HDI Support World Magazine   Mon 30 March 2020

This article was first published on HDI's partner site, ICMI.com, as How to Deeply Understand Customer Pain . Understanding the pain of your customer is the beginning of ...

Metric of the Month: Customer Effort...

by HDI Support World Magazine   Thu 26 March 2020

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...

Hitting Pause: Dealing with Stress in the Workplace...

by HDI Support World Magazine   Wed 25 March 2020

Note: This article is about dealing with stress in the workplace. While certainly stressful, abuse and harassment are outside the scope of this article. If you are experiencin...

Build an Emergency Response Team for Your Business...

by HDI Support World Magazine   Tue 24 March 2020

This article was first published on ICMI.com as The Emergency Response Team of Your Business - What You Need to Know . A robust business continuity plan can take months, eve...

10 New Rules for IT in 2020...

by HDI Support World Magazine   Thu 19 March 2020

It’s a new year. It’s a new decade. It’s a new industry. When people change, as our end users have, we have to evolve as well. This wave of change hit the consume...

Executive Challenge: Humans and Technology...

by HDI Support World Magazine   Wed 18 March 2020

As Roy Atkinson noted in Executive Challenge: Changes in Technology, 60% of the executives we polled said business transformation is a top priority. In an earlier Executive Challen...

In Case of Emergency: 5 Tips to Enable Remote Work...

by HDI Support World Magazine   Tue 17 March 2020

Being productive outside of your regular work environment is challenging, no matter where that is. At a previous employer, we were never routinely allowed to work from home. Howeve...

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