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of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI

About the Knowledge Base

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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

2018 HDI Practices & Salary Report, Part 2: Ticket Management and Metrics Edition

The annual HDI Practices & Salary Report is the definitive resources for technical support professionals. These reports provide current, valuable support statistics on items such as metrics, ticket management, operations, technology use, and support salaries by job function, for both the support center and desktop support. Technical support leaders use these reports to: Validate existing practices Justify budgets Benchmark performance against similar organizations Com...More >>


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