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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
Service Catalogue Status in Member Organisations
Responses collated July 2014
A fellow member is...
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.
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 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 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 ...
Guide: Brief discussion of factors tha affect the time to fill a vacant support position.
What is the industry average time it takes to fill a vacant support posi...
Guide: Data Dictionary for Balanced Scorecard
Please contact HDAA for the Word Document for your use.
Data Dictionary Component
Essay: That defines first contact resolution rate in a multichannel environment.
Please define First Contact Resolution for:
Guide: How should the Service Desk work interact with and set up asset management?
How should the Service Desk work/interact with and set up asset management?
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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