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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

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Video Link - Knowledge Best Practices Using KCS for Efficiency And Sca...

by Salesforce  

Knowledge-Centered Support (KCS) delivers value for your business through self-service and call deflection, all while improving your product and services in the process. Watch this...

Benefits of KCS...

by Consortium for Service Innovation  

  KCS Benefits KCS allows the support organization to resolve five to ten times more customer issues at the same or lower cost as well as identifying opportunities to im...

HDI Tool - Knowledge Management ROI Calculator...

by HDI  

HDI Excel spreadsheet tool that has evolved over time to help justify the adoption of knowledge management and self-service within the support function. Can be used to help justify...

HDI Tool - Knowledge Base ROI Model Calculator...

by HDI  

This HDI developed spreadsheet allows you to calculate the return on investment (ROI) of acquiring or building a knowledge base. It is a very useful tool when writing a business...

HDI - Apollo Education Group, KCS Case Study...

by HDI  

Apollo Education Group was one of the three finalists for the HDI Knowledge-Centered Support Award in 2015. The finalists were honored, and the winner announced, at ...

KCS Resources...

by HDAA  

WHAT IS KNOWLEDGE CENTERED SERVICE (KCS) Knowledge-Centered Service (KCS) has four basic concepts: Integrate the creation and maintenance of knowledge into the problem sol...

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