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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

Best Practice Methodology for Selecting Support Center Tools, Technologies, and Software

Wed 01 Apr - Tue 30 Jun 2009 Company Author: HDI Author: Chris Farver, Robert S. Last


Technology Management

Tool Selection





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Building a Web Self-Service Portal: Keys to Success , Best Practices for E-Mail and IM (Internet Messaging) Support

This focus book provides a proven methodical approach to selecting the proper tools, technologies, and software necessary to support the everchanging business needs of your service desk. This methodology is flexible, scalable, and can be adapted to meet need. Download   Search all Focus Books here. Return to the Knowledge Base Services. For more information, please contact HDAA on T: 1300 130 447. ...More >>


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