1300 130 447

Blog Email Google+
 
Price Guide

43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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

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...

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...

Modernizing Incident Response...

by HDI Support World Magazine  Tue 21 May 2019

Somewhere along the way, birds got a bad reputation. Not as cute as kittens or playful as puppies, birds are...boring. Before the ornithologists out there get too upset, I want to ...

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...

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...

How to Tidy Up Your Service Offerings to Achieve Success...

by HDI Support World Magazine  Tue 16 July 2019

By the time this article reaches you, you’ll probably already be past your yearly routine of Spring cleaning the house. While some may make it more formal than other...

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...

First<<1 I 2 I 3 I 4 I 5 >>Last