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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Tag - automation

10 Tips for Automation and Reporting...

by HDI Support World Magazine  Thu 04 April 2019

5 Tips for Automation Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda...

Stop Asking When AI and Automation Are Coming—They Are Here...

by HDI Support World Magazine  Tue 04 December 2018

Here on SupportWorld in December of 2016, I wrote about what I called Level 0.5 support: If good Level 0 support keeps the simplest and most repetitive issues easily accessible ...

3 Technologies to Power a Successful IT Self-Service Experience...

by HDI Support World Magazine  Thu 18 October 2018

Today’s customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service tools in their personal lives as well as in the workplace. As...

Meet Sherlock: The Knowledge Chatbot About Knowledge...

by HDI Support World Magazine  Wed 12 September 2018

With all the hoopla about chatbots and the introduction of artificial intelligence as a means of providing services to our customers, I wanted to understand what AI is all about an...

Single Point of Contact, Not Single Point of Resolution...

by HDI Support World Magazine  Wed 30 May 2018

After discussing the possibility of having one point of contact in the enterprise whether you have a squeaky chair or a computer problem, or a question for HR, one attendee of a re...

Your Chatbot Needs Help...

by HDI Support World Magazine  Tue 01 May 2018

Everyone is talking about automation, it seems. In fact, in a recent survey of their readers by ITSM.tools, automation was the Number 1 “hot topic,” beating out AI (Art...

The Impact of Automation on Metrics...

by HDI Support World Magazine  Tue 27 February 2018

The original “help desk” was usually one person whose job it was to take notes about computer issues from users or programmers (mainframe in those days) and pass the in...

Preparation for Automation...

by HDI Support World Magazine  Tue 20 February 2018

We often make decisions backwards. No good mechanic picks up a 9/16” socket and heads to the garage to find something to fix. Yet, that’s what we do in IT, time aft...

Not So Fast: Is Your Support Organization Ready to Use Bots?...

by HDI Support World Magazine  Wed 21 February 2018

Are you thinking about maybe, possibly, probably using a chatbot in your service desk this year? That’s great! The bandwagon’s pretty crowded, but I’m sure there&...

2017: Another Year Support Didn’t Vanish...

by HDI Support World Magazine  Thu 28 December 2017

Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.) Technical support is not going away anytime soon. I’ve lost track of how...

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