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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.
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Tag - Staffing

Metric of the Month: Agent to Supervisor Ratio...

by HDI Support World Magazine  Wed 20 February 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

2019 Insight: Contacts per User per Year - and More...

by HDI Support World Magazine  Tue 15 January 2019

Recently, an HDI member used HDI's 'Ask Your Network' community on HDIConnect to ask a few simple questions regarding contact volume. The questions were, roughly: ...

Tiered Support Explained...

by HDI Support World Magazine  Thu 08 November 2018

The term tiered support refers to the way that a support center is organized, in order to handle incoming support issues in the most effective and efficient way possible. The tiere...

FAQ: How Do You Handle Service Desk Staffing for Peaks in Demand?...

by HDI Support World Magazine  Thu 06 September 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...

Metric of the Month: Tickets per User per Month...

by HDI Support World Magazine  Tue 20 March 2018

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

2017: Another Year Support Didn’t Vanish...

by HDI Support World Magazine  Thu 28 December 2017

Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.) Technical support is not going away anytime soon. I’ve lost track of how...

Selling the Service Value Proposition to Your CIO ...

by HDI Support World Magazine  Thu 01 December 2016

Gain Senior Stakeholder Confidence in the Service Organization My leadership team gathered in the conference room waiting for the CIO to join us. We anxiously waited for the opp...

Optimize People, Process, and Technology: Using Contractors to Handle ...

by HDI Support World Magazine  Sat 01 October 2016

rollout: noun Updating, upgrading or installing software or hardware across an enterprise, department, or group Potential for disaster    There are almo...

Gain Senior Stakeholder Confidence in the Service Organization...

by HDI Support World Magazine  Wed 01 June 2016

My leadership team gathered in the conference room waiting for the CIO to join us. We anxiously waited for the opportunity to share our story and present a business case for adding...

Focus on People: Skills, Training, and Satisfaction in Technical Suppo...

by HDI Support World Magazine  Wed 01 June 2016

Raising employee satisfaction winds up raising customer satisfaction. But raising salaries alone won’t do that; it takes more of a focus on learning and opportunities to impr...

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