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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 - Planning – Strategic, Tactical & Operational

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...

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...

BYOA: The New Frontier for IT Departments...

by HDI Support World Magazine  Wed 01 January 2014

Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the ...

The Mobile Customer Service Marathon...

by HDI Support World Magazine  Wed 01 January 2014

Do you have a mobile customer service strategy? Do you know what your customers expect from mobile customer service? Is the contact center even involved in your organization’...

Making the Case for Windows 8.1...

by HDI Support World Magazine  Wed 01 January 2014

This article is based on a white paper issued by Global Knowledge . Reprinted with permission. I have been working with Windows 8 since its earliest beta version, and I love ...

Can You Hear Me Now?: Being a Technical Service and Support Profession...

by HDI Support World Magazine  Wed 01 January 2014

The technical service and support landscape is a highly dynamic and oftentimes highly reactive space. Just as all professional fields evolve, adapting to new realities, new expecta...

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 ...

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...

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