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Service Desk Transformation Conference

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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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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...

HDI - The Future of The IT Support Centre...

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...

HDI - The Pursuit of Service and Support Excellence - A Case Study fro...

by HDI   Thu 07 June 2018

HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and acco...

HDI - The Next Step: Employee-Focused Service Management ...

by HDI   Thu 24 May 2018

Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of organizat...

HDI - Technology and the Service Desk: Expanding Mission, Expanding Sk...

by HDI   Thu 26 April 2018

Today’s service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued solely by IT. Support organizations...

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