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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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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

Category - Strategy Management

Lessons Learned in a Change Management Implementation...

by HDI Support World Magazine  Wed 24 July 2019

In 2017, Georgia Tech adopted and implemented ITSM change management. Our goal, like so many other organizations, was to standardize methods and procedures, promptly handl...

5 Tactics to Make Your Strategy More Effective...

by HDI Support World Magazine  Wed 19 June 2019

Since authoring the 2011 edition of ITIL® Service Strategy, many organizations have asked me to review their strategies. Through this work, I have learned two things: most stra...

How to Get Your Support Team Obsessed with Service...

by HDI Support World Magazine  Mon 01 May 2017

When the phone system went down at Rackspace, a few support analysts immediately sprang into action and tweeted their personal phone numbers. These support analysts spent the next ...

Metrics: The Effects of Successful Tier 0 (Unassisted) Support...

by HDI Support World Magazine  Wed 01 June 2016

According to the HDI 2015 Support Center Practices & Salary Report, self-service is one of the top five technologies required to provide successful end-user support. Self-servi...

From First Call to First Conversation Resolution...

by Social Path Solutions, HDI Support World Magazine  Fri 29 January 2016

Over the years customer support centers have evolved from being simple call centers with general support options to hosting specialized agents who focus on specific support functio...

Foresight Is 2020: Industry Predictions from the HDI Strategic Advisor...

by HDI Support World Magazine  Sat 01 November 2014

This year, the HDI Strategic Advisory Board (SAB) launched an ambitious project to look ahead about five years and make some assertions about where the technical service and suppor...

HDI - What is LZS?...

by HDI  Sun 01 June 2014

So, what is LZS? It is a metric—level zero solvable—that measures the percent of incidents resolved by the support center that could have been resolved by the custo...

Tech Trends: Disk Imaging...

by HDI Support World Magazine  Fri 01 November 2013

First, let’s define disk imaging. Disk imaging produces a sector-by-sector copy of the original disk, keeping all the data intact. Backups often concentrate solely on user da...

You Are Not Alone: Highlights from HDI's Annual Report on Support Cent...

by HDI Support World Magazine  Fri 01 November 2013

Each year, HDI releases an annual report on practices and salaries in the technical support industry. The goal of the HDI Practices & Salary Reports is to help support center l...

Disruption: The New Normal and the Leaders Who Take It On...

by HDI Support World Magazine  Fri 01 November 2013

“When companies adopt technology, they do old things in new ways. When companies internalize technology, they find disruptive things to do….The only way to compete is ...

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