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74%

 
of organisations
 make a knowledge base
available to end users 



Source - HDI Report


About the Knowledge Base

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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

Sub Category - Knowledge 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...

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...

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...

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...

Tech Trends: Knowledge Management Tools...

by HDI Support World Magazine  Sat 01 March 2014

People are used to googling to get answers to their questions, so why invest in a knowledge management system and web self-service for IT support? Well, there are some major draw...

Writing a Different History with Knowledge Management...

by HDI Support World Magazine  Sat 01 March 2014

Knowledge management and Knowledge-Centered Support (KCS) are gigantic concepts that carry big expectations for financial and business practices. For some, they seem like amorphous...

The Future of Knowledge Management: Increased Value...

Sat 01 March 2014

What is the future of knowledge management? The quick answer is multi: multimedia, multichannel, and multilingual. As we look ahead two to three years, I believe these three attrib...

Knowledge-Centered Support: Not Just for IT Anymore...

by HDI Support World Magazine  Sat 01 March 2014

The University of Phoenix’s Technical Assistance Center (TAC) handles more than 1.6 million student and faculty contacts per year, including incidents, service requests, and ...

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...

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