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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

Tag - Desktop Support

Build a Cybersecurity Program...

by HDI Support World Magazine  Wed 06 February 2019

Communicate the Risks to End Users Let’s face it, everywhere we turn, we are being inundated with attempts from cyber criminals to hack our identities and even more so, ou...

Metric of the Month: Cause-and-Effect for Desktop Support KPIs...

by HDI Support World Magazine  Wed 11 July 2018

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

Metric of the Month: Incident Mean Time to Resolve...

by HDI Support World Magazine  Tue 08 May 2018

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

The Journey to Team Excellence: Optum...

by HDI Support World Magazine  Wed 28 March 2018

Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth Group businesses. UnitedHealthcare is focused on health ben...

Metric of the Month: Percent Resolved Level 1 Capable...

by HDI Support World Magazine  Thu 15 February 2018

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

A Journey from Desktop to Comprehensive Support...

by HDI Support World Magazine  Tue 16 January 2018

If you’ve been in the technology support industry for a while, you’ve seen a lot of change. Technologies come and go, new ideas spark trends in how we do things and som...

Top 25 Thought Leaders in Technical Support and Service Management for...

by HDI Support World Magazine  Fri 19 January 2018

You have spoken! The votes have been tallied, and the results are in for the Top 25 Thought Leaders in Technical Support and Service Management for 2017. The winners are people ...

Bringing Microservices to the Service Desk...

by HDI Support World Magazine  Thu 27 July 2017

There’s a term floating around the development world that the service desk can adopt. It’s called microservices. In the application context, think about it like a large...

Metric of the Month: Desktop Support Cost per Ticket...

by HDI Support World Magazine  Wed 18 October 2017

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

Metric of the Month: Customer Satisfaction...

by HDI Support World Magazine  Wed 07 June 2017

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

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