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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 - business value

The Marketer in IT: Not Such a Crazy Idea...

by HDI Support World Magazine  Fri 31 January 2020

It’s deployment day. It’s Monday. It’s 9:00 AM. You’ve just built and deployed a kickass application that business users have wanted forever. It was a 12...

Metric of the Month: Tickets Prevented...

by HDI Support World Magazine  Wed 22 January 2020

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 correlations...

Is Your Organization Good at Getting Better?...

by HDI Support World Magazine  Wed 15 January 2020

Is your organization good at getting better? Does your organization even have the capability to improve? Whether your organization calls it continual improvement, optimizatio...

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...

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