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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

Sub Category - Business Relationship Management (BRM)

Service and Support as a Business: KPIs That Paint the Big Picture...

by HDI Support World Magazine  Thu 01 May 2014

Most IT professionals are familiar with the operational metrics of technical service and support: cost per ticket, first contact resolution rate, mean time to resolve—all are...

"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...

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...

"Houston, We Have a Problem": The Service Center War Room...

by HDI Support World Magazine  Thu 01 May 2014

The phrase “Houston, we have a problem” became part of our cultural lexicon in April 1970. The Apollo 13 mission was en route to the Moon when an oxygen tank exploded. ...

Five Issues You Can't Afford to Ignore in 2014...

by HDI Support World Magazine  Fri 01 November 2013

Mobile devices and mobile apps, the hybrid cloud and the personal cloud, Big Data, the Internet of Everything and software-defined anything, web-scale IT, smart machines and 3-D pr...

Should Your Company Abandon Phone Support?...

by HDI  Mon 29 April 2013

Why several Silicon Valley-area firms have done just that and are sticking with their decisions. Don't bother calling Square. The rapidly growing mobile credit-card processing co...

Long-Standing Service Challenges Underscore IT and Business User Bad B...

by HDI  Fri 26 April 2013

Getting IT and business to see eye-to-eye has been a mantra for successful enterprise data projects. The main blockade standing in its execution may be an even older challenge: rel...

Are Your Customers Getting The Love They Deserve?...

Thu 21 March 2013

If you’re like most customers, sick and tired of waiting on hold (“thank you for holding… we’re sorry for the inconvenience…  we exist to serve...

15 Essential Beliefs to Deliver a Super Customer Service Experience...

by HDI  Wed 27 February 2013

Customers always remember a super customer service experience. Kate Nasser, The People-Skills Coach ™, shares 15 essential beliefs for your support team to remember: 1. Cust...

Avoiding the Seven Sins of Customer Experience...

Wed 06 February 2013

The Human Connection We have all experienced it. Already flustered from dissatisfaction with a purchased service or product, we turn to a company’s associates for help, on...

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