1300 130 447
Blog Email Google+
 
Price Guide

Apollo 13 Simulation Game Training Day

About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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

ITIL Training
ITIL Foundation Training

ITIL Practitioner Training
DevOps Training
Support Centre Training

Support Centre Consulting
Service Desk Consulting

Service Desk Association

Search Reports

Reset
Reset

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...

HDI - Changing The Channel in Technical Support...

by HDI   Thu 08 June 2017

The methods of communication we use in our everyday lives are changing, so why shouldn’t the ways customers and end users contact support change as well? No longer can almost...

2016 HDI Technical Support Practices & Salary Report...

by HDI   Mon 12 December 2016

The annual HDI Technical Support Practices & Salary Report is the definitive resource for technical support leaders. It provides current, valuable information collected fro...

HDAA Support Industry Quick Statistics 2016...

by HDI   Mon 05 December 2016

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 - Technical Support Practices & Salary Report 2016...

by HDI   Wed 30 November 2016

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

HDI - Infographic - Redefining Confrontation: It Can Be a Good Thing! ...

by HDI Support World Magazine   Thu 01 September 2016

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...

HDI - Outsourcing Technical Support...

by HDI   Mon 01 August 2016

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...

HDI - Infographics - Desktop Support Ticket Volume Still on the Rise...

by HDI   Fri 01 July 2016

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...

First<<1 I 2 I 3 I 4 I 5 >>Last