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74% of organisations make a knowledge base available to end users 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
Self-service portals are quickly becoming the fastest way to transform the way we deliver IT services to our users and expedite our shift-left strategies. But how do you get starte...
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The era of digital transformation has injected new life into the old wisdom, “The only constant in life is change.” In our plugged-in world, change is happening at a br...
In tech support for higher education, we have the unique opportunity to provide students with a great real-world experience of serving others while gaining valuable technology skil...
Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant at home no less, is the kind of scary that’s best avo...
There’s plenty of talk about external-facing customer support, how it’s changing, and how companies are using it to gain a competitive edge. Then there’s the flip...
A simple phrase is keeping you from greatness. Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that w...
When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or skill that I mastered, I was awarded a merit badge. Merit badge...
In providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as much information as we can out into a self-service format. I...
In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part of that discovery was learning that assumptions (both my o...
The first time I heard about “customer experience” was in a course about knowledge management. It was almost a throwaway line in that the speaker was referring to how k...