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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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Tag - Benchmarking

Turbocharge Your Metrics with Benchmarking! ...

by HDI Support World Magazine  Sat 01 April 2017

Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer than 10% ever achieve world-class performance. We define a ...

Introducing Radical Incident Reduction: The 40-40-40 Program ...

by HDI Support World Magazine  Fri 01 January 2016

Do you want to pump up your service desk with a program that excites executives, provides great business value, and greatly lowers unplanned labor costs, incident volumes, and serv...

Metric of the Month: Balanced Scorecard...

by HDI  Mon 20 May 2013

Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data fo...

Metric of the Month: Annual Agent Turnover...

by HDI  Fri 01 February 2013

Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data ...

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