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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 - Technology Management

Next-Generation Service and Support in a Mobile-First, Cloud-First Wor...

by HDI Support World Magazine  Sat 01 April 2017

“It ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the intr...

Lockdown: BYOD and Mobile Device Security...

by HDI Support World Magazine  Tue 01 July 2014

For an increasing number of organizations, business is not only happening when employees are in defined workspaces but also when employees are on the move. Today’s organizati...

The Technology Cafe: A Face for IT Support...

by HDI Support World Magazine  Tue 01 July 2014

You have a successful support organization. Your contact center receives a high volume of calls each month. You’ve considered, tested, and/or offered other instant communicat...

Ask the Expert...

by HDI Support World Magazine  Thu 01 May 2014

Support organizations are evolving. Taking note of the core competencies of help desks and service desks, they’ve asked themselves how they can apply those skills and tools t...

"A Brilliant Technical Revolution": Technical Service and Support in t...

by HDI Support World Magazine  Thu 01 May 2014

The first race of the 2014 Formula One season, in Melbourne, Australia, marked the debut of a new hybrid engine. This revolutionary engine uses an advanced energy capture technol...

Social Media in Desktop Support...

by HDI Support World Magazine  Wed 01 January 2014

The human race has used a variety of communication mediums over its long history. Stone, metal, clay, wax, and paper: all have been used to capture and disseminate information. For...

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...

O365 + 92% FCR = Supporting Office 365 at the University of New Mexico...

by HDI Support World Magazine  Fri 01 November 2013

Microsoft Office 365 (O365) is a robust online system that, among other things, provides access to email and calendar services and gives end users the ability to synchronize data o...

When It's Time for a New Service Desk Solution...

by HDI Support World Magazine  Sun 01 September 2013

As the business grows, support must evolve to keep up with that growth. While it may seem like just yesterday we were all rolling out dedicated incident management systems,...

Tech Trends: The Evolution of Support Center Software...

by HDI Support World Magazine  Mon 01 July 2013

For a long time, the average lifecycle for support center software—including both simpler ticket management tools and more sophisticated IT service management systems...

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