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74%

 
of organisations
 make a knowledge base
available to end users 



Source - HDI Report


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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

Member Request Outcome - Self Service AD Password Reset

More organisations are looking at deflecting this workload to self-service channels to reduce the negative impact on customer productivity and increase service desk capability. But the management of automated password reset requires a good tool and is dependent on what business parameters you have in place defining access.  Request    Password resets are common and in many service desks, a large percentage of incoming call workload. Usually, these calls only require...More >>

 


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