1300 130 447
make a knowledge base
available to end users
Source - HDI Report
About the Knowledge Base
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
I have the pleasure of leading an internal service desk that supports associates across the globe. We’re lean, well-aligned with the business we support, a bit scrappy, and v...
Earlier this year, HDI conducted research on knowledge management. One of the big questions we asked was whether organizations that have a knowledge management program fee...
You have accepted the challenge to improve your knowledge management initiative. But before you charge in with your ideas and lay out your plan, assess the current state. Talk with...
Eliminate single points of failure within your tech support organization
Within the information technology realm, our servers, networks, and much else are redundant. We have bac...
As you walk through the service desk, you overhear a support analyst say, “That was a new issue.” If you are like most problem solvers, you must learn more. You want to...
First American’s journey to embrace knowledge management in day-to-day service desk operations
When I first arrived at First American (FA), we began our Knowledge Manageme...
Pespectives from the field
Many moons ago, as a freshly minted engineer working in an IT Help Desk at a University (go Wildcats), I grew frustrated with the number of times we w...
How to win the forever war against the knowledge hoarders
HDI’s KCS Principles training curriculum identifies Knowledge-Centered Service (KCS®) as a key capability whe...
Information. We’re flooded with it. Corporate policies, compliance training, holiday calendars, open enrollment and retirement information, technical instructions, company ne...
A Western Kentucky University Success Story
In August 2013, Western Kentucky University (WKU) adopted a new ticketing software solution across the IT division. We went from a sy...
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