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of organisations
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Source - HDI Report

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

The State of Ticket Management and Metrics in 2019

The HDI Practices & Salary Series is a tool used by technical support and service management leaders to better understand the workings and state of the industry as a whole, and to provide them with the knowledge needed to make data-based decisions that will ultimately improve the support provided by their organizations and help them advance in their careers. This report illustrates current practices, processes, plans, and challenges related to ticket management and metrics. All survey...More >>


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