1300 130 447

Blog Email Google+
 
Price Guide

43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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

Category - Process Management

Knowledge Management and Missed Opportunity...

by HDI Support World Magazine  Tue 23 July 2019

Earlier this year, HDI conducted research on knowledge management. One of the big questions we asked was whether organizations that have a knowledge management program fee...

6 Keys to Optimize Problem Management...

by HDI Support World Magazine  Thu 18 July 2019

  Editor’s note: This article was adapted from a discussion on HDIConnect and has been updated and edited for clarity. I am looking at driving a problem...

Enhance Knowledge Management with Chatbots...

by HDI Support World Magazine  Wed 17 July 2019

Have you interacted with a chatbot yet? If you’ve engaged in chat on a website or phone app, chances are the answer is yes, even if you haven’t realized it. Th...

How to Tidy Up Your Service Offerings to Achieve Success...

by HDI Support World Magazine  Tue 16 July 2019

By the time this article reaches you, you’ll probably already be past your yearly routine of Spring cleaning the house. While some may make it more formal than other...

ITIL 4, Part 2: The Guiding Principles...

by HDI Support World Magazine  Tue 09 July 2019

In part 1 of my series on ITIL® 4, we discussed the changes in the language of ITIL—a language that we’ve all gotten used to over the last decade or more. ...

HDI Toolkit: User-Facing Knowledge: The Why and How of Making It Work...

by HDI Support World Magazine, Bold360, LogMeIn  Thu 04 July 2019

HDI research shows that nearly three-quarters of organizations have some form of user-facing knowledge as part of their knowledge management program, but there are continuing issue...

DevOps and ITIL: Mortal Enemies or BFFs?...

by HDI Support World Magazine  Tue 02 July 2019

Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and ITIL are mortal enemies, incompatible, or somehow mutually...

ITIL 4, Part 1: Our Language Is About to Change...

by HDI Support World Magazine  Wed 27 March 2019

  It’s no secret that ITIL®  4 (no “v”) is out. The Foundation book is publicly available from AXELOS and elsewhere. Opinions about ITIL t...

The Myth of Proactive Problem Management - Part 4...

by HDI Support World Magazine  Thu 20 April 2017

This post is part of a 4-part series by Adam Krob and Bill Stockton. See Part 1, Part 2, and Part 3. In Alice in Wonderland, Alice has a specific end in mind. In the end, all sh...

The Myth of Proactive Problem Management - Part 2...

by HDI Support World Magazine  Thu 06 April 2017

This post is part 2 of a four-part series by Adam Krob and Bill Stockton. See Adam Krob’s Part 1 and Part 3. The content assumes a modicum of familiarity with ITIL® and t...

First<<1 I 2 I 3 I 4 I 5 >>Last