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43%

 of organisations
 support both
internal and external
customers

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.
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Tag - selfservice

No Dead Ends: Unlock the Hidden Value of Your Self-Service Content...

by HDI Support World Magazine  Thu 09 May 2019

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...

Self-Service Metrics, Part 1: Demystifying the Terminology Behind Anal...

by HDI Support World Magazine  Fri 19 April 2019

If you’ve been around the world of service management in recent years, you have no doubt become increasingly familiar with the concept of shift left, a strategy for shifting ...

Metric of the Month: User Self-Service...

by HDI Support World Magazine  Wed 28 November 2018

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...

Why Your Service Desk Needs to Implement Shift Left...

by HDI Support World Magazine  Mon 05 November 2018

In the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier possible. It’s an initiative all IT organizations pus...

Shift Left: Transforming Incident Management...

by HDI Support World Magazine  Thu 25 October 2018

Shift left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option: Incident resolution to tier 1 analysts (service desk)...

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...

FAQ: How Do You Get Your Customers to Use Self-Service?...

by HDI Support World Magazine  Tue 31 July 2018

HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other...

Bring DX/UX to the Service Portal...

by HDI Support World Magazine  Tue 03 July 2018

The game has changed for technical organizations introducing self-service or a service portal to their customers. Instead of the days when people would either accept self-service e...

Tips and Strategies for Self-Service...

by HDI Support World Magazine  Tue 28 November 2017

HDI Leadership Forums hold speed-circuit discussions to share ideas One of the features of the HDI Leadership Forums is the “Speed Circuit” discussion. Each table at...

The Road to Award-Winning KCS: A Case Study from Ellie Mae...

by HDI Support World Magazine  Mon 23 October 2017

Ellie Mae is a FinTech company that innovates technology to power the American dream of home ownership. Ellie Mae is headquartered in Pleasanton, CA, and employs more than 1,200 pe...

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