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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.
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Sub Category - ITIL Framework

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. ...

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...

ITIL in the Support Center 2.0: Will It Thrive?...

Thu 01 May 2014

ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to di...

Enterprise Service Management Taking the IT Out of ITSM...

by HDI Support World Magazine  Thu 01 May 2014

Economic realities are driving organizations to consider new options for service delivery that can help them operate cost-effectively while still driving service excellence. As the...

Unleash Your Inner Catwoman: Toward the Technology Concierge...

Sat 01 March 2014

Ladies and gentlemen, we have a priority 1 incident! Commissioner Gordon fires up the Bat-Signal and the big guy with the cape and the utility belt sweeps in to restore Gotham City...

Damage Control for Service Management A Primer on Problem Management...

Sat 01 March 2014

Damage control (n.): Minimizing negative impact when something bad happens. When I ask my clients about their problem management processes, I often get a curious response: &ldq...

Tech Trends: Asset Management...

by HDI Support World Magazine  Wed 01 January 2014

As IT professionals, we love new technologies. There’s nothing like getting a brand-new computer to replace an old, worn-out, used-and-abused device. At first glance, the new...

Key Benefits of ITIL...

Wed 01 January 2014

ITIL is the most widely accepted approach to best practice service management in the world with the majority of the world's leading organizations using it. Now in its 25th year, it...

Seeing Stars: Hollywood and the Keys to Continuous Improvement...

by HDI Support World Magazine  Wed 01 January 2014

Every organization has a stake in improving the services listed in their respective service catalogs. The reasons for undertaking improvement exercises on a regular basis are many ...

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