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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.
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HDI Metric Guide 4 - Implementing the Balanced Scorecard for Technical...

by HDAA   Mon 12 March 2007

In this book, the fourth installment of HDI’s performance metrics guide series, we step back a few paces and look at the construction of Support Center Balanced Scorecard. ...

HDI Metric Guide 3 - Calculating and Using Resolution Metrics...

by HDAA   Fri 31 March 2006

While cost metrics get most of management's attention, it is resolution metrics that get a customer's attention, resulting in analyzing performance metrics. Once a customer conne...

HDI Metric Guide 2 - Understanding Cost per Contact by Communication C...

by HDAA   Wed 14 September 2005

In Volume 2 of the metrics series, you will see that Cost per Contact or Incident by Communications Channel is one of several key performance indicators that a support center can...

HDI Metric Guide 1 - A Reference Guide to the Balanced Scorecard Servi...

Tue 29 March 2005

A Reference Guide to the Balanced Scorecard Service Model The goal of this reference guide is to provide support managers with a guide to understanding and constructing a balan...