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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 - business value

Understanding Business Maturity...

by HDI Support World Magazine  Tue 26 November 2019

A business must benchmark its maturity in order to progress. Possessing the information of whether or not your organization is maturing or standing in place is essential. For this ...

The Cost of Doing Nothing: Why Keeping the Status Quo Is Hurting IT De...

by HDI Support World Magazine  Fri 29 November 2019

Once I was having coffee with a group of neighbors, one of whom happened to be a retired professor of economics. Since my degree was in political science, I engaged him on which ec...

Strategy—The Key Leadership Tool for EVERY Manager...

by HDI Support World Magazine  Fri 06 September 2019

Strategy can be a practical tool that unlocks better team performance and personal career growth. Managers at every level use strategy to impact their organizations positively and ...

Focus on Value: A Fundamental Formula...

by HDI Support World Magazine  Wed 21 August 2019

One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat...

Metric of the Month: ROI of Support, Part 2...

by HDI Support World Magazine  Wed 31 July 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correl...

Metric of the Month: ROI of Support, Part 1...

by HDI Support World Magazine  Thu 27 June 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlat...

No Metrics? No Problem! (No, really!)...

by HDI Support World Magazine  Wed 15 May 2019

SLAs. SLOs. TTR. ASA. Uptime. Downtime. The list of IT metrics is long and heavy with meaning. IT managers meet for lunch and ask each other “How’s your abandon rate?&r...

The Value of the WHY in Your Knowledge Base...

by HDI Support World Magazine  Wed 10 April 2019

Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the late 90s, I was surrounded by a technical community that was mo...

Telling Your (Business Value) Story...

by HDI Support World Magazine  Wed 06 March 2019

What is “value?” Think back to the last time you made a major purchase, like a car. Why did you choose the car you did? Perhaps it was because of the features insta...

Metrics and Storytelling...

by HDI Support World Magazine  Tue 05 February 2019

Part of running a service desk is having to ask for more: more resources, more tools, and more time. One of the top challenges our community has is the dreaded doing more with ...

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