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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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Metric of the Month: Net Promoter Score...

by HDI Support World Magazine   Wed 11 April 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...

IT Asset Management for Cybersecurity...

by HDI Support World Magazine   Tue 10 April 2018

Current trends in information security see things like security information and event management (SIEM), machine learning, and advanced threat protection (ATP) becoming buzz-words....

Understand the Customer Experience Journey...

by HDI Support World Magazine   Thu 05 April 2018

Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Center...

Silent Suffering: Why Your Customers Don’t Contact You...

by HDI Support World Magazine   Wed 04 April 2018

Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers ignore issues and continue to suffer, rather than contact support and g...

Measuring Service Quality as Part of Performance Management...

by HDI Support World Magazine   Tue 03 April 2018

The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that deliver the designed value. This goal is based on a working...

The Journey to Team Excellence: Optum...

by HDI Support World Magazine   Wed 28 March 2018

Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth Group businesses. UnitedHealthcare is focused on health ben...

Why KCS?...

by HDI Support World Magazine   Wed 21 March 2018

A Western Kentucky University Success Story In August 2013, Western Kentucky University (WKU) adopted a new ticketing software solution across the IT division. We went from a sy...

Metric of the Month: Tickets per User per Month...

by HDI Support World Magazine   Tue 20 March 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...

Why the ”Why” Matters to Team Success...

by HDI Support World Magazine   Thu 15 March 2018

In today’s millennial workplace, team members seek a sense of purpose. Team metrics play a big role in improving how well a work team performs, from improving employee hab...

Improve Your Service Desk with Right-Sized Metrics...

by HDI Support World Magazine   Wed 14 March 2018

Ask any service delivery professional if they want to make lasting improvements and they will all say,  “Yes, of course!”  The challenge is making valuable la...

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