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43%

 of organisations
 support both
internal and external
customers

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

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HDI - The Future of ITSM in Education, Public Sector and Healthcare...

by HDI   Wed 18 September 2019

Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtu...

HDI - IT Change Management in a High-Speed World...

by HDI   Fri 23 August 2019

Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simulta...

HDI - Service Desk by The Numbers ...

by HDI   Thu 18 July 2019

HDI conducts comprehensive annual research on almost every aspect of the service desk, from hiring, staffing, and salaries to metrics, frameworks, and technologies. This webina...

[Panel] The State of the Service Desk...

Thu 18 July 2019

   From the impact of automation to the rise of self-service, the service desk is changing as fast as customer expectations. Join ITSM professionals as they di...

Problem Management - it’s not the bottom drawer of your filing cabinet...

Thu 18 July 2019

   Does your problem management practice resemble a disorganised filing cabinet, with a mess of potential problems, mixed in with complicated incident and some ser...

The anatomy of the future service desk...

Wed 17 July 2019

   With continued automation of routine tasks, decline of the break fix model, and eradication of technical debt, what will a future service desk look like? Is the...

Unleashing the Enormous Power of Service and Support KPIs...

by MetricNet   Wed 17 July 2019

   An overview of best practices in Service and Support Performance Measurement. HEAR how the industry's top performing Service and Support organizations track...

ITSM and Digital Transformation – the Business Benefits...

Tue 16 July 2019

   If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business...

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...

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