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66%


of organisations have a knowledge management program in place.

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


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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 you can't ignore ITSM

An IT service management program must be aligned with an organisation's broad business objectives

The value of implementing an IT service management (ITSM) program is clear. Leveraging good processes in the enterprise IT environment to manage and measure incidents, problems, changes, service levels and risks is an almost ubiquitous objective of internal and external organisations providing IT to the business.

In the war between control and chaos in IT, the battle for acceptance of dedicated ITSM teams using international standards, best practice frameworks and specialist toolsets has largely been won.

Most medium to large IT organisations have ITSM programs that either fully or partially embrace frameworks such as ITIL (ITSM), PRINCE2 (project management) and/or CoBIT (IT governance).

When implemented well, processes built in alignment with these guidance manuals are proven to work. They save money, create efficiencies and introduce structure. They also help define roles and responsibilities, facilitate metrics for benchmarking and continual improvement and introduce higher levels of accountability to IT investment. <complete CIO ITSM article>

 

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