1300 130 447

Blog Email Google+
 
Price Guide

43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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 - Trends

The State of Technical Support in a Digitally Transformed World...

by HDI Support World Magazine  Tue 18 December 2018

This year, the HDI SupportWorld publishing calendar included the topics of workforce management, metrics, knowledge management, service management, and customer experience. As one ...

The Conundrum of Healthcare IT Support: Can Technology Help?...

by HDI Support World Magazine  Wed 19 April 2017

Recently, I had a long conversation with an HDI member (I’ll call him “Max”) who is an IT support manager at a regional medical center. He seemed a bit at wit&rsq...

Driving Automation in Technical Support Centers...

by HDI Support World Magazine  Wed 01 March 2017

A number of characteristics make technical support centers different from other types of contact centers: Support center analysts require special skills and technical trainin...

Focus on Self-Service: Level 0...

by HDI Support World Magazine  Thu 01 September 2016

As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs. One of the top tr...

Focus on Developments in Desktop Support...

by HDI Support World Magazine  Mon 01 August 2016

Desktop support is more than just the “people who repair computers.” Technicians cover a wide range of responsibilities supporting many tasks, including asset manag...

Metric of the Month: Balanced Scorecard...

by HDI  Mon 20 May 2013

Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data fo...

Gartner Identifies the Top 10 Strategic Technology Trends for 2013...

by Gartner  Tue 23 October 2012

Analysts Examine Top Industry Trends at Gartner Symposium/ITxpo, October 21-25 in Orlando Gartner, Inc. today highlighted the top 10 technologies and trends that will be strategic...

First<<1>>Last