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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

Synergy: Aligning Training, Communications, and Metrics to Optimize Knowledge Management

If your service desk already has a great set of processes in place, good news: with just a little effort, you can reuse many of those same processes to optimize and improve your knowledge management program! After all, reuse is one of the main principles of Knowledge-Centered Support (KCS). There are four primary areas where you’re probably already using service desk processes that can be incorporated into knowledge management: training, ticket management, communication, and reporting. T...More >>


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