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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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Search all the Knowledge Base

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

The Future of Knowledge Management: Increased Value

What is the future of knowledge management? The quick answer is multi: multimedia, multichannel, and multilingual. As we look ahead two to three years, I believe these three attributes will have a powerful effect on several key trends in service and support, all of which have implications for the future of knowledge management: A shift in focus from our internal productivity to our customers’ productivity  Customer self-service and intelligent swarming  Global...More >>


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