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74%

 
of organisations
 make a knowledge base
available to end users 



Source - HDI Report


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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 - KM

Knowledge Management and Missed Opportunity...

by HDI Support World Magazine  Tue 23 July 2019

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...

Knowledge Management Is Not Optional...

by HDI Support World Magazine  Thu 15 December 2016

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...

How to Introduce Effective Knowledge Management...

by HDI Support World Magazine  Wed 23 May 2018

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...

Why KCS?...

by HDI Support World Magazine  Wed 21 March 2018

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...

Creating and Keeping a Strong KCS Culture...

by HDI Support World Magazine  Tue 13 March 2018

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...

Escalation Process: Avoid Sending Customer Service Over the Cliff! ...

by HDI Support World Magazine  Sat 01 October 2016

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...

6 Steps to Build a Knowledge Management Culture...

by HDI Support World Magazine  Sat 01 October 2016

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...

Reinventing the Support Center War Room...

by HDI Support World Magazine  Sat 01 October 2016

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...

Good Citizenship in a Knowledge-Centric World...

by HDI Support World Magazine  Tue 01 March 2016

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...

KCS Is the Gold Standard, But My Organization Has a Tin Cup (Part 2) ...

by HDI Support World Magazine  Thu 01 October 2015

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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