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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: Agent Training Hours...

by HDI Support World Magazine   Wed 29 May 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 correlat...

Marriott’s Missteps with Rebrand to Bonvoy: 3 Service Management Lesso...

by HDI Support World Magazine   Thu 16 May 2019

When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or skill that I mastered, I was awarded a merit badge. Merit badge...

No Metrics? No Problem! (No, really!)...

by HDI Support World Magazine   Wed 15 May 2019

SLAs. SLOs. TTR. ASA. Uptime. Downtime. The list of IT metrics is long and heavy with meaning. IT managers meet for lunch and ask each other “How’s your abandon rate?&r...

Know Where to Search: Why Content Over Context Is Stifling Your Knowle...

by HDI Support World Magazine   Tue 14 May 2019

In a previous life I once led a proof-of-concept and implementation of new performance monitoring software. Throughout this process, I became the company’s de facto subject m...

No Dead Ends: Unlock the Hidden Value of Your Self-Service Content...

by HDI Support World Magazine   Thu 09 May 2019

In providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as much information as we can out into a self-service format. I...

Building Relationships with Your Team...

by HDI Support World Magazine   Wed 08 May 2019

Most of us have metrics we use to measure how well we are doing in our professional roles. Many of us in the IT field even have Service Level Agreements (SLAs) that we keep with ou...

Going Ticketless: What Does It Really Mean for Service Desks?...

by HDI Support World Magazine   Tue 07 May 2019

There’s a new term that’s popped up and worth investigation: going ticketless. It begs for some investigation, as it sounds like the days before help desks, when custom...

Spring Cleaning: Best Practices for the Daily Grind...

by HDI Support World Magazine   Thu 02 May 2019

Here come the flowers, the softer warmer breezes, and new growth in every area of the northern hemisphere! It is May: Here comes Spring! I don’t know about you, but the Sp...

7 Tips for Extending Your IT Service Desk into the Enterprise...

by HDI Support World Magazine   Wed 01 May 2019

Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the enterprise.  and for good reason. When you think about the ...

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...

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