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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 HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as t...
Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of...
In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublis...
In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they need a staff with a passion for supporting c...
Industry luminary Matt Hooper will present information, statistics, and thoughts on where the ITSM pro needs to be by 2020. This look at how the future of service management will c...
Configuration management is about what you have, but in order to produce better business outcomes, it should also help you understand what your configuration items (CIs) are doing....
What happens when your organization suffers a critical, high-impact incident? Who needs to be involved, and how will you communicate with them? Do you currently have a plan—a...
What’s being insourced and outsourced these days in the tech support industry? Why? Find out in this webinar, where you’ll take a deep dive into data collected through ...
Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs eff...
The time has come for your organization to replace a key piece of technology. Senior management is on board, and money is available. Your frontline staff is thrilled that their too...
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