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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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HDI - The State of the Industry: A Mid-Year Research Roundup...

by HDI   Wed 19 June 2019

HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that l...

Service Desk Best Practices...

by MetricNet   Wed 17 April 2019

In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will:  HEAR how the industry's top per...

HDI - Keeping Remote Support Simple: The Key to Productivity and Engag...

by HDI, LogMein   Wed 20 March 2019

We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component t...

HDI - What Service and Support Managers Should Know About AI...

by HDI   Thu 28 February 2019

Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) ab...

Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It...

by Cherwell   Wed 20 February 2019

Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually s...

HDI - HDI 2018 Research Review: Trends and Hot Topics for 2019...

by HDI   Wed 16 January 2019

In this webinar, we will look at HDI research and pull out the important changes and trends that will affect the coming year, using data from the HDI 2018 Technical Support Practic...

HDI - How Assisted Self-Service Will Power Up Support...

by HDI   Wed 12 December 2018

IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. F...

Inside ITIL® 4 – the Digital Perspective...

Mon 05 November 2018

How does ITIL 4 contribute to the digital enterprise?  What is a digital enterprise, for that matter, and which digital capabilities are required?  How does the dig...

HDI - Get IT Done: Strategies for Supporting the Modern Workforce...

by HDI   Wed 25 July 2018

More than one-third of organizations identify "managing an increased workload with existing staff" as their primary challenge, according to a recent survey of support org...

HDI - The Future of the IT Support Center...

by HDI   Wed 20 June 2018

Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (helpdesks or service desks) not only need to keep up with the technologies of th...

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