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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 - ITSM

ITSM Should Be the Star, Not the Wallflower, at Your DevOps Party...

by HDI Support World Magazine  Tue 15 October 2019

Support is often the forgotten partner in any DevOps initiative. Where we have come a long way in making sure development partners well with operations to get new releases up and r...

Changing Your ITSM Tool: But I Liked It the Old Way!...

by HDI Support World Magazine  Thu 10 October 2019

As humans, we tend to love our status quo: we like knowing what we need to do, how to do it, and when it needs to be done. So, it’s not surprising that when we discover our p...

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...

Big Data or Big Brother: Predictive Analytics in Service Management...

by HDI Support World Magazine  Fri 13 September 2019

big da·ta noun | computing Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human...

Top 3 Myths—and What You Need to Know—About VeriSM...

by HDI Support World Magazine  Wed 04 September 2019

The VeriSM™ service management approach was introduced in the fall of 2017. Many organizations in the European and Asia Pacific regions have embraced the approach in successf...

Focus on Value: A Fundamental Formula...

by HDI Support World Magazine  Wed 21 August 2019

One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat...

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...

Modernizing Incident Response...

by HDI Support World Magazine  Tue 21 May 2019

Somewhere along the way, birds got a bad reputation. Not as cute as kittens or playful as puppies, birds are...boring. Before the ornithologists out there get too upset, I want to ...

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...

Lessons Learned in a Change Management Implementation...

by HDI Support World Magazine  Wed 24 July 2019

In 2017, Georgia Tech adopted and implemented ITSM change management. Our goal, like so many other organizations, was to standardize methods and procedures, promptly handl...

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