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74%

 
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

Knowledge-Centered Support: Not Just for IT Anymore

The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and urgent “how-to” training opportunities. In 2010, the TAC was looking for an effective way to guide the knowledge management process for an incredibly fast-paced support center and ultimately improve the student and faculty experience. To help the TAC manage information in our constantly changing and evolv...More >>

 


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