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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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Expanding Service Management Across the Organization...

by HDI   Thu 25 October 2018

Recent research conducted by HDI and Samanage found that an increasing percentage of organizations either have or are planning to expand service management beyond IT. Expanding the...

2018 HDI Practices & Salary Report, Part 3: Technology and Operations ...

by HDI   Mon 17 September 2018

Based on responses of more than 300 of your peers, part three in this year’s Practices & Salary Report series is full of insights, surprises, and current trends d...

Achieve ITSM tool selection success in 6 steps...

by Axios Systems   Tue 11 September 2018

How do you know you’re getting the right value for money when choosing an ITSM solution? Gartner’s latest 6-Step Guide hel...

2018 HDI Practices & Salary Report, Part 2: Ticket Management and Metr...

by HDI   Wed 01 August 2018

The annual HDI Practices & Salary Report is the definitive resources for technical support professionals. These reports provide current, valuable support statistics on...

2018 HDI Practices & Salary Report, Part 1: Staffing and Salary Editio...

by HDI   Tue 08 May 2018

2018 HDI Practices & Salary Report, Part 1 That’s right! The most coveted member’s only resource is now available! Based on responses from 488 of your pee...

HDAA Support Industry Quick Statistics 2017...

by HDI   Mon 08 January 2018

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 ...

PEEK VIEW - 2017 Technical Support Practices & Salary Report...

by HDI   Thu 07 December 2017

Information on Technology, Remote Support, Processes, Ticket Management, Metrics, Staff, Structure and Salaries are all covered in this comprehensive survey report. Take a p...

2017 HDI Technical Support Practices & Salary Report...

by HDI   Thu 07 December 2017

The annual HDI Practices & Salary Report is the definitive resources for technical support professionals. These reports provide current, valuable support statistics on ...

HDI - The State of Technology in Technical Support...

by HDI   Thu 06 July 2017

In a survey conducted by HDI in the first quarter of 2017, we asked the community for insights into service management tool use, replacement cycles, and capabilities. Some of the f...

HDI - The State of Today’s IT: Process Maturity, Business Alignmen...

by HDI   Fri 16 June 2017

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...

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