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of organisations
 make a knowledge base
available to end users 

Source - HDI Report

About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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

HDI Tool - Knowledge Base ROI Model Calculator

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 case for Knowledge Management or justifying the up front costs for implementation.

Required information for the calculations include:

  • Monthly number of calls;
  • Average hourly pay for level 1 & level 2 staff;
  • % FCR;
  • Total incident handling time;
  • Training costs; &
  • Knowledge base implementation costs etc.  

Documents to download:

HDAA Line Separator 

Search all Service Desk Calculators here.

Return to the Knowledge Base.

For more information, please contact HDAA on T: 1300 130 447.



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