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43%

 of organisations
 support both
internal and external
customers

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 - Service Design

Bring DX/UX to the Service Portal...

by HDI Support World Magazine  Tue 03 July 2018

The game has changed for technical organizations introducing self-service or a service portal to their customers. Instead of the days when people would either accept self-service e...

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 ...

Transformation and the Road Less Travelled...

by HDI  Fri 01 July 2011

One of the most difficult aspects of service transformation is presenting it in a way that resonates with operations and the engineering and architecture Download  ...

BYOD & ITSM: What you need to know...

Tue 30 April 2013

The introduction of a bring-your-own-device (BYOD) program can potentially sully the IT service management processes you have in place. Highly functional personal devices are incr...

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