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66%


of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI


About the Knowledge Base

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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 Strategy

Evaluating Technical Support Models: Tiered Support vs. Swarming, Part...

by HDI Support World Magazine  Thu 20 July 2017

Today more than ever, businesses of all types are dependent on technology to reach their business outcomes, whether it’s a manufacturing company producing automobiles, a hosp...

Strategic Thinking for Support Center Managers ...

by HDI Support World Magazine  Tue 01 November 2016

If you are a support center manager, I bet you are overwhelmed with the to-do list! So overwhelmed, in fact, that it’s hard to find time to think. I have to actually schedule...

A Revised Road Map for Desktop Support: Where Are We Now?...

by HDI Support World Magazine  Tue 01 March 2016

In this update to the 2014 road map, the DSAB articulates the continuing evolution of desktop support, including the skills needed, and industry trends, such as cloud computing, sh...

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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