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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 - Practices and Processes

Standards-Based, Process-Driven Continual Service Improvement...

by HDI Support World Magazine  Fri 27 September 2019

One of the recurring issues consultants experience during their long careers, is the eventual abandonment of Continual Service Improvement (CSI) efforts. There seems to be a point ...

Help Desk Horror Stories...

by HDI Support World Magazine  Fri 19 April 2019

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! Horror St...

So, You Want to Write an SOP?...

by HDI Support World Magazine  Wed 01 February 2017

A standard operating procedure (SOP) is a procedure that is specific to your company or organization that describes the activities necessary to complete a particular task. Some wou...

Swarm to Serve: Team vs Tier-Based Service for Support Centers ...

by HDI Support World Magazine  Tue 01 November 2016

Ricardo, who is based in Scottsdale, AZ, was just sitting down to his desk a little before 6:00 AM when he received his first call of the day from Karlyn, a company sales rep ...

The Benefits of Standard Operating Procedures for Tech Support ...

by HDI Support World Magazine  Tue 01 November 2016

When I was teaching a recent HDI Support Center Manager course, I was hit with the reality once again on the number of managers that overlook the importance of creating or maintain...

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...

Three Factors to Consider About Gamification and Your Organization...

by HDI Support World Magazine  Tue 01 March 2016

Games are without a doubt an addictive fascination, and their use in the workplace is ever growing. The result is a new trend in the marketplace to engage employees and clients cal...

Only Happy People Need Apply...

by HDI Support World Magazine  Tue 01 March 2016

Like it or not, feelings and emotions play a huge role in every area of our personal and professional lives. However, many of the people we work with believe there is no room for e...

Finding Fun in the Things We Have to Do ...

by HDI Support World Magazine  Tue 01 March 2016

Many people are intensely competitive in games, trying to outpace and outsmart their way to the top. Face it, we've been playing games since the days of the cavemen, and it'...

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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