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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Tag - continual service improvement

Standards-Based, Process-Driven Continual Service Improvement...

by HDI Support World Magazine  Fri 27 September 2019

One of the recurring issues consultants experience during their long careers, is the eventual abandonment of Continual Service Improvement (CSI) efforts. There seems to be a point ...

Adopting and Adapting ITSM Best Practices at IKO Industries...

by HDI Support World Magazine  Thu 22 August 2019

Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Global ITSM Process Manager at IKO and am responsible for the ITS...

Use Scorecards to Build Your Service Management Roadmap...

by HDI Support World Magazine  Tue 07 August 2018

A service management roadmap is primarily useful for coordinating and implementing service improvements. A scorecard-based service management roadmap is one way to measure and then...

Continual Service Improvement is NOT a Service Lifecycle Stage...

by HDI Support World Magazine  Wed 01 March 2017

Wow!  Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading this now, because your immediate response might have b...

6 Steps to Build a Knowledge Management Culture...

by HDI Support World Magazine  Sat 01 October 2016

Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. When fully implemented, a common KM system that is availa...

Customer Satisfaction Management - Searching Beneath the KPIs...

by HDI Support World Magazine  Sun 01 May 2016

When we want to take stock of how our IT department is doing, we have all the old standbys of performance metrics to guide us: mean time to resolve, cost per incident, customer sur...

First Call Resolution: Getting It Fixed the First Time...

by HDI Support World Magazine  Fri 01 January 2016

Every field services or support services team has first call resolution (FCR) in their metrics. During my nearly 40 years in the technology business, I have worked for and with...

2015 HDI Service Management Awards...

by HDI Support World Magazine  Fri 01 January 2016

HDI announced the winners of the 2015 HDI Service Management Awards at the recent FUSION 15 Conference & Expo which took place November 1–4 in New Orleans. The annual eve...

Key Performance Indicators: Meeting the Target Isn't Your Goal...

by HDI Support World Magazine  Wed 01 July 2015

We've committed the mantra of “what gets measured gets done,” often attributed to Peter Drucker, to memory. We know that measuring things changes behavior and resul...

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