1300 130 447
make a knowledge base
available to end users
Source - HDI Report
About the Knowledge Base
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
Earlier this year, HDI conducted research on knowledge management. One of the big questions we asked was whether organizations that have a knowledge management program fee...
First American’s journey to embrace knowledge management in day-to-day service desk operations
When I first arrived at First American (FA), we began our Knowledge Manageme...
Everyone who has ever endeavoured to introduce knowledge management has done so with the intent of making it valuable to both the consumers and those providing the service. So, wha...
A Western Kentucky University Success Story
In August 2013, Western Kentucky University (WKU) adopted a new ticketing software solution across the IT division. We went from a sy...
Rolling out Knowledge Centered Service (KCS) is easy. KCS is a well thought out process, it doesn’t require difficult skills to participate, anyone in your organization can d...
Through several decades of working in and around the customer service areas of information service organizations, I’ve yet to encounter a service desk analyst that can resolv...
Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. When fully implemented, a common KM system that is availa...
If you’ve ever brought people together in a single location to collaborate and problem solve in a traditional IT war room, you know the costs involved and effort this require...
What will I learn in my lifetime? What will be my greatest accomplishment? What will my children experience, know, and have access to that I can’t even imagine? It’s no...
This is part 2 of a 2-part series. Missed part 1? Read it here!
In the first part of this series, I introduced you to Knowledge-Flow Maturity, which provides an alternative to K...
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