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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.
Chris Powderly, Support & Services Manager, Allens

Tag - service desk

How to Create a Winning Support Strategy in the Age of Digital Transfo...

by HDI Support World Magazine  Wed 06 November 2019

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...

Duquesne University’s Journey to Build a Strong Student Support Staff...

by HDI Support World Magazine  Wed 23 October 2019

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...

Changes at the Help Desk: The Emerging Tech Hat Trick...

by HDI Support World Magazine  Wed 09 October 2019

We’re seeing massive changes in the IT environment. It is creating what I call a “great drift northward” in terms of skills that the tech worker needs. As...

The Key to CMDB Success...

by HDI Support World Magazine  Tue 08 October 2019

The promised benefits of a CMDB are rarely argued and generally desired. The realization of those promises, however, are evasive. Several years ago, there was talk of nearly 80...

More than a Ticket: Customer-Focused Experience Design in ITSM...

by HDI Support World Magazine  Thu 19 September 2019

The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega, and the reason we wake up every day. Alright, that may be a...

DevOps and ITIL: Mortal Enemies or BFFs?...

by HDI Support World Magazine  Tue 02 July 2019

Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and ITIL are mortal enemies, incompatible, or somehow mutually...

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...

7 Tips for Extending Your IT Service Desk into the Enterprise...

by HDI Support World Magazine  Wed 01 May 2019

Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the enterprise.  and for good reason. When you think about the ...

The Importance of Harmonizing Skills for Your Service Desk...

by HDI Support World Magazine  Tue 09 April 2019

In The Foundation of a Team, I focused on the importance of strong trust and respect as the foundation of every successful team. Specifically, I talked about the value of vulnerabi...

Why IT Needs HR and Vice-Versa: Strategies for Enterprise Service Mana...

by HDI Support World Magazine  Wed 20 March 2019

It’s been said that “HR is the new IT.” This generally refers to a common direction towards building HR solutions centers and shared service center designs for ma...

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