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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 Level Agreement

FAQ: What Percentage of Abandoned Calls Do You Allow Your Agents?...

by HDI Support World Magazine  Tue 26 June 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...

Service Level Management Basics: The Operational Level Agreement (OLA)...

by HDI Support World Magazine  Tue 07 February 2017

I have been in this industry for close to twenty years, and during my time as a practitioner, consultant, and trainer, I have seen and heard of real challenges with the “grea...

Do You Need to Elevate Your SLAs?...

by HDI Support World Magazine  Thu 01 March 2018

Does your IT organization have documented and signed Service Level Agreements (SLAs) with key managers and stakeholders in your company? If so, are your SLAs providing any value to...

Metrics and SLAs Redux...

by HDI Support World Magazine  Wed 01 February 2017

SLAs and metrics are important, but they should not be substituted for business goals. Sparked by recent discussions on Twitter and Facebook, it’s time to reprise some myt...

Outsourcing IT: Lessons Learned...

by HDI Support World Magazine  Mon 01 August 2016

Founded in 1870 by George Garvin Brown, Brown-Forman Corporation is one of the largest American-owned spirits and wine companies and among the top 10 largest global spirits com...

Three Simple Reasons Why Global ITSM Initiatives Fail ...

by HDI Support World Magazine  Sun 01 November 2015

For almost 20 years now, large global enterprises have been struggling to get everyone in their local, regional, and global IT support organizations to work together in the same IT...

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