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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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Service Catalogue Status...

by HDAA   Fri 18 July 2014

Subject:     Service Catalogue Status in Member Organisations Timeline Request:     Responses collated July 2014 Request A fellow member is...

Specific ITSM Tool use for Non-IT Business Units...

by HDAA   Tue 20 August 2013

There is a movement within the industry to make the most of their ITSM tool investment and the focus on integrating IT and other business unit workflows. Request   ...

Broadcast Messaging...

by HDAA   Wed 24 April 2013

Communication is a key facet and responsibility of Support Centres. As the Single Point of Contact, keeping customers informed of what is happening in IT and how it is affecting th...

Outsourcing High Volume Service Desk Tasks...

by HDAA   Fri 15 March 2013

Outsourcing any IT functions and tasks is a decision to be made in light of your capability to deliver agreed service levels. It is not uncommon to look for approaches and methods ...

Password Policies & Practices...

by HDAA   Wed 06 February 2013

Password security and policies are our first line of defence against data loss, theft or corruption. Strong password policies lead to strong security for your internal networks as ...

HDI Member Request - Average Time to Fill Position...

by HDAA   Tue 31 July 2012

Guide: Brief discussion of factors tha affect the time to fill a vacant support position. Question: What is the industry average time it takes to fill a vacant support posi...

HDI Member Request - Directions for Creating Performance Measure Data ...

by HDAA   Tue 31 July 2012

Guide: Data Dictionary for Balanced Scorecard Please contact HDAA for the Word Document for your use. Data Dictionary Component ...

HDI Member Request - First Contact Resolution Rate for Multichannel...

by HDAA   Tue 31 July 2012

Essay: That defines first contact resolution rate in a multichannel environment. Question: Please define First Contact Resolution for: Phone; Text; ...

HDI Member Request - Asset Management...

Mon 30 July 2012

Guide: How should the Service Desk work interact with and set up asset management? Question: How should the Service Desk work/interact with and set up asset management? ...

HDI Member Request - Common Support Models in Technical Support...

by HDI   Mon 30 July 2012

Essay: Elements of common support models Common Support Models in Technical Support The Tiered Support Model Model most tech support managers matriculated with...

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