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of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI

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

Why Your Company Needs To Empower Its Front-Line Workers

Sometimes your front line workers are the only people your customers will ever see. Is the impression they are leaving on paying customers the one you really want to project? I like to spend my money with businesses who value me as a customer, and I'm betting that I'm not alone. Yet every day, I seem to come across situations where employees appear to be begging me to take my business elsewhere. I had that experience yesterday at Bed Bath & Beyond. Like most of you, I receive coupons in ...More >>


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