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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 Road to Award-Winning KCS: A Case Study with Lowe's and Spec...

by HDI   Thu 16 February 2017

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...

HDI - The State of Incident Management...

by HDI   Tue 17 January 2017

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...

HDI - Sneak Peek : 2016 Desktop Support Practices & Salary Data...

by HDI   Tue 15 November 2016

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...

HDI - Customer Service: Changing Preferences and Evolving Technologies...

by HDI   Wed 05 October 2016

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...

HDI - What Will an ITSM Pro Look Like in 2020 and How Will We Get Ther...

by HDI   Tue 20 September 2016

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...

HDI - Understanding Dependencies: Better Service Through Configuration...

by HDI, BMC   Tue 16 August 2016

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....

HDI - When IT Hits the Fan: Best Practices for Major Incident Manageme...

by HDI, Everbridge   Tue 19 July 2016

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...

HDI - Insourcing and Outsourcing Support: What the Data tells us...

by HDI   Tue 14 June 2016

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 ...

HDI - Following the Sun: Managing a Distributed Workforce...

by HDI   Tue 17 May 2016

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...

HDI -Tech Is Money: Demystifying the RFP Process...

by HDI   Tue 19 April 2016

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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