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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 , ITIL ROI , KCS ROI , Return on Investment
Starting or Restarting Your ITSM Program with a Business Improvement Focus , Shadow IT: The Opportunity Behind the Problem , Investing in KCS , HDI - Meaningful Metrics , HDI - Knowledge Management for the Support Centre
Watch Karen Ferris from Macanta discuss this white paper with one of the authors, John Custy.
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