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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Tag - ITIL

Top 3 Myths—and What You Need to Know—About VeriSM...

by HDI Support World Magazine  Wed 04 September 2019

The VeriSM™ service management approach was introduced in the fall of 2017. Many organizations in the European and Asia Pacific regions have embraced the approach in successf...

Focus on Value: A Fundamental Formula...

by HDI Support World Magazine  Wed 21 August 2019

One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat...

Adopting and Adapting ITSM Best Practices at IKO Industries...

by HDI Support World Magazine  Thu 22 August 2019

Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Global ITSM Process Manager at IKO and am responsible for the ITS...

Finding Value in ITSM for Smaller Service Desks...

by HDI Support World Magazine  Fri 09 August 2019

Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a metrics-rich industry. It got me thinking ab...

DevOps and ITIL: Mortal Enemies or BFFs?...

by HDI Support World Magazine  Tue 02 July 2019

Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and ITIL are mortal enemies, incompatible, or somehow mutually...

The Evolution of ITIL: A New Operating Model in ITIL 4...

by HDI Support World Magazine  Tue 30 April 2019

This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011, with a new edition of the five ITIL core books made availa...

Managing the Changes Deployed by Your Cloud Vendor...

by HDI Support World Magazine  Wed 27 February 2019

Yikes! My Cloud host service made a change; now my services aren’t working anymore! Let’s say you have outsourced at least some of the services you provide to your...

Improve Your Ticket Categorization Scheme...

by HDI Support World Magazine  Fri 31 August 2018

What is ticket categorization, and why is it so important to the success of a support center? Ticket categorization is a component of several support center processes, namely event...

Measuring Service Quality as Part of Performance Management...

by HDI Support World Magazine  Tue 03 April 2018

The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that deliver the designed value. This goal is based on a working...

Stop Shooting from The Hip: A Cautionary Tale of Service Support Gone ...

by HDI Support World Magazine  Wed 21 February 2018

Okay, something’s gone wrong with one of your IT services. You and your coworkers are trying to resolve it by shooting from the hip. You personally think this event is someth...

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