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of organisations
 make a knowledge base
available to end users 

Source - HDI Report

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

HDI - What is LZS?

So, what is LZS? It is a metric—level zero solvable—that measures the percent of incidents resolved by the support center that could have been resolved by the customer using self-service.

What is LZS?


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