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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
In order to discover more about what IT organizations are doing, planning to do, and thinking about their current states of process maturity and digital transformation, HDI fielded...
The annual HDI Technical Support Practices & Salary Report is the definitive resource for technical support leaders. It provides current, valuable information collected fro...
This is a one page industry overview of the most sought after statistics from HDAA. It has proven extremely valuable as a quick reference point for our members in the past and has ...
Libby Wagner is one of only a handful of published poets regularly welcomed into the boardroom. The author of The Influencing Option: The Art of Building a Profit Culture in...
Each year, HDI surveys the technical support community to share the state of the industry in the annual Support Center Practices & Salary Report. This research brief focuse...
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this...
Recent research by HDI reveals a need for technical support to have a closer relationship with development. Support teams want more visibility, communication, and involvement i...
While service catalogs are intended to aid end users needing a service, an excessive number of catalogs in multiple locations, in any given organization—a concept known as ca...
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