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make a knowledge base
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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
I have the pleasure of leading an internal service desk that supports associates across the globe. We’re lean, well-aligned with the business we support, a bit scrappy, and v...
There is a lot of talk out there about knowledge management because it is important. But what exactly is knowledge management? According to Enterprise Knowledge, “Knowledge M...
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...
Have you interacted with a chatbot yet? If you’ve engaged in chat on a website or phone app, chances are the answer is yes, even if you haven’t realized it. Th...
In a previous life I once led a proof-of-concept and implementation of new performance monitoring software. Throughout this process, I became the company’s de facto subject m...
I’d like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! Sit back! Keep the lights on! Enjoy the read!
Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the late 90s, I was surrounded by a technical community that was mo...
You have accepted the challenge to improve your knowledge management initiative. But before you charge in with your ideas and lay out your plan, assess the current state. Talk with...
This post is part of a 4-part series by Adam Krob and Bill Stockton. See Part 1, Part 2, and Part 3.
In Alice in Wonderland, Alice has a specific end in mind. In the end, all sh...
This post is part of a four-part series by Adam Krob and Bill Stockton. See also Part 1 and Part 2.
When we left Alice in the last blog post, she was trying to use the same cate...
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