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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
Process Management , Strategy Management
ITIL Framework , Knowledge Management , Business Relationship Management (BRM) , Customer Experience , Governance & Risk Management , Measurement & Reporting , Organisation Development, Change & Culture , Planning – Strategic, Tactical & Operational , Service Definition & SLA's , Vision, Mission & Objectives
KCS , Value , ITIL ,
Starting or Restarting Your ITSM Program with a Business Improvement Focus , Shadow IT: The Opportunity Behind the Problem , KCS Whitepaper discussion between Macanta and John Custy , Investing in KCS , HDI - Meaningful Metrics
Organizations seeking to implement or improve upon their knowledge management processes must invest in people and process as well as technology. A common mistake organizations make is focusing on the tools more than the processes and people. That practice has consistently led to failure, as technology is an enabler of knowledge management, not a critical success factor.
Leading the way with knowledge management best practices within service management is a methodology known as Knowledge-Centered Support (KCSSM). HDI promotes the adoption of KCS and has become a leading resource for KCS certification, training, and resources.
HDI and AXELOS recently joined forces to produce an innovative whitepaper that illustrates the combined benefits of adhering to Knowledge-Centered Support and the IT Infrastructure Library. Find out how KCS and ITIL work together to provide a powerful and valuable framework that can transform your organization.
Organizations report reluctance to use the knowledge base as the most common challenge.
Whether you're preparing to implement knowledge management or improving a current implementation, it's important to learn about best practices, leverage resources, and network with others in the community.
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