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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.
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Key Performance Indicator (KPI) Bulletin 2 - Abandon Rate...

by HDI   Sun 01 February 2009

Welcome to HDI's Key Performance Indicator on Abandon Rate. The KPI Bulletin series consists of 12 short books that collectively define a set of values that are used by Suppor...

Key Performance Indicator (KPI) Bulletin 1 - Average Speed of Answer...

by HDI   Thu 01 January 2009

Welcome to HDI's Key Performance Indicator on Average Speed of Answer. The KPI Bulletin series consists of 12 short books that collectively define a set of values that are used ...

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