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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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Major Incident Classification...

by HDAA   Fri 05 July 2019

Subject:    Major Incident Classification Timeline Request:     Responses collated July/Aug 2019 Request One of our members is currentl...

Sharing Operational Procedures...

by HDAA   Mon 24 June 2019

Subject:     Sharing Operational Procudures Timeline Request:     Responses collated June 2019 Request How does your Service Desk team ...

Customer Satisfaction Survey Tools...

by HDAA   Wed 20 February 2019

Subject:     Customer Satisfaction Survey Tools Timeline Request:     Responses collated March 2019 Request A fellow Member is und...

What Are Best Practices for Service Desk Collaboration and Consolidati...

by HDI   Wed 12 December 2018

HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...

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...

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