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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

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The Recipe for Implementing a Great Change Management Process...

by HDI Support World Magazine   Wed 28 August 2019

Change is the inevitable and always to be expected, but for some reason it’s the very thing that scares people the most. Two of my favorite mantras are “Change is in th...

Adopting and Adapting ITSM Best Practices at IKO Industries...

by HDI Support World Magazine   Thu 22 August 2019

Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Global ITSM Process Manager at IKO and am responsible for the ITS...

Focus on Value: A Fundamental Formula...

by HDI Support World Magazine   Wed 21 August 2019

One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat...

Knowledge and Your Team...

by HDI Support World Magazine   Tue 20 August 2019

There is a lot of talk out there about knowledge management because it is important. But what exactly is knowledge management? According to Enterprise Knowledge, “Knowledge M...

Death to the Term Soft Skills: Writing Is a Hard Skill All Support Pro...

by HDI Support World Magazine   Thu 15 August 2019

I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills ...

Optimize the Fulfillment Process for Just-in-Time Delivery...

by HDI Support World Magazine   Tue 13 August 2019

As a business grows, the need for technology increases. However, technology comes with a cost—often quite a high price tag. So, it is important that we effectively manage our...

Finding Value in ITSM for Smaller Service Desks...

by HDI Support World Magazine   Fri 09 August 2019

Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a metrics-rich industry. It got me thinking ab...

Why Using Tools Doesn’t Solve Every Problem...

by HDI Support World Magazine   Wed 07 August 2019

My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with tons of supplies for his children for the upcoming school ...

Making Customer Experience Surveys More Actionable...

by HDI Support World Magazine   Thu 01 August 2019

Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The score from your key performance indicator, whether it&rs...

Metric of the Month: ROI of Support, Part 2...

by HDI Support World Magazine   Wed 31 July 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 correl...

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