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66%


of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI


About the Knowledge Base

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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 - ITSM

How to Justify a Shift Toward Enterprise Service Management...

by HDI Support World Magazine  Tue 10 March 2020

Service management has been so valuable to our IT organizations that we have seen a desire to start sharing those practices out to the entire enterprise. Enterprise Service Managem...

5 Ways You Can Transform Technical Support with a Cell Phone...

by HDI Support World Magazine  Thu 12 March 2020

The world is moving on and cell phones are our new computers. As business apps continue to grow, more and more tasks are performed on the go using cell phones. Cell phones change t...

10 New Rules for IT in 2020...

by HDI Support World Magazine  Thu 19 March 2020

It’s a new year. It’s a new decade. It’s a new industry. When people change, as our end users have, we have to evolve as well. This wave of change hit the consume...

ITSM Is Not for IT...

by HDI Support World Magazine  Tue 03 March 2020

On the closing morning of the 2019 Service Management World conference in Orlando, I was privileged to share the main stage with Julie Mohr and John Custy to answer the question, &...

Practical Knowledge Management Across ITSM Practices and Processes...

by HDI Support World Magazine  Tue 25 February 2020

Let’s face it, organizations often struggle with knowledge management. They often hold on to debunked knowledge management myths. Although I found many of these myths online,...

Build Your 2020 Service Roadmap...

by HDI Support World Magazine  Fri 03 January 2020

With 2019 at an end, it’s time to reflect on the progress made in the past year and get ready for what’s coming next. I’ll run through the final items to check of...

ITSM Should Be the Star, Not the Wallflower, at Your DevOps Party...

by HDI Support World Magazine  Tue 15 October 2019

Support is often the forgotten partner in any DevOps initiative. Where we have come a long way in making sure development partners well with operations to get new releases up and r...

Changing Your ITSM Tool: But I Liked It the Old Way!...

by HDI Support World Magazine  Thu 10 October 2019

As humans, we tend to love our status quo: we like knowing what we need to do, how to do it, and when it needs to be done. So, it’s not surprising that when we discover our p...

Keeping the Man Behind the Curtain: Transparency and Communication in ...

by HDI Support World Magazine  Wed 11 September 2019

One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I’ve been involved in martial arts for almost 25 years, and this day I w...

Big Data or Big Brother: Predictive Analytics in Service Management...

by HDI Support World Magazine  Fri 13 September 2019

big da·ta noun | computing Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human...

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