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Source - HDI Report

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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

Support Centre Self Assessment Tool

Looking for a free and convenient way to find out how your support center compares to the HDI Support Center Standard? An HDI Support Center Self Assessment is a tool that assists you in assessing the maturity level of your support center—from the comfort of your home or office. By leveraging the HDI Support Center Standard, you will gain an understanding of your support center's maturity based on established criteria, and you will complete a gap analysis that can be used to guide improvement measures.

For universal ease-of-use, this tool was developed in Microsoft Excel 2010.


  • Establish a current-state baseline to measure the impact of future changes.
  • Identify critical shortcomings in resources and processes.
  • Ability to assess your support center offline where the data is secure to your environment.


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