1300 130 447

Blog Email Google+
 
Price Guide

43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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 - support center

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...

Working in Support Is a Career! My Journey to Find My Passion as a Sup...

by HDI Support World Magazine  Wed 18 September 2019

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...

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...

Keeping the Man Behind the Curtain: Transparency and Communication in ...

by HDI Support World Magazine  Wed 11 September 2019

One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I’ve been involved in martial arts for almost 25 years, and this day I w...

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 ...

Finding Value in ITSM for Smaller Service Desks...

by HDI Support World Magazine  Fri 09 August 2019

Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a metrics-rich industry. It got me thinking ab...

Why Using Tools Doesn’t Solve Every Problem...

by HDI Support World Magazine  Wed 07 August 2019

My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with tons of supplies for his children for the upcoming school ...

The Shifting Landscape of IT : Today’s Executive Challenge...

by HDI Support World Magazine  Tue 30 July 2019

Corporately, we’re a little stuck. There is much afoot in the business world. People are racing to adopt technologies that vendors are convincing them are must-ha...

First<<1 I 2 I 3 I 4 I 5 >>Last