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66%


of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI


About the Knowledge Base

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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 - supportworld

What Customers Expect...

by HDI Support World Magazine  Thu 02 April 2020

Every one of us is a customer. There is not a single person on this planet who is not or will not become a customer of something. As customers, we know exactly when we are or are n...

Metric of the Month: Customer Effort...

by HDI Support World Magazine  Thu 26 March 2020

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...

When Disasters Strike: Preparation, Planning, and Recovery...

by HDI Support World Magazine  Thu 14 September 2017

During recent weeks, we’ve watched as Hurricanes Harvey and Irma battered the Gulf Coast of Texas and the state of Florida, and as multiple wildfires rage in the western US a...

Build an Emergency Response Team for Your Business...

by HDI Support World Magazine  Tue 24 March 2020

This article was first published on ICMI.com as The Emergency Response Team of Your Business - What You Need to Know . A robust business continuity plan can take months, eve...

Hitting Pause: Dealing with Stress in the Workplace...

by HDI Support World Magazine  Wed 25 March 2020

Note: This article is about dealing with stress in the workplace. While certainly stressful, abuse and harassment are outside the scope of this article. If you are experiencin...

How to Understand Customer Pain...

by HDI Support World Magazine  Mon 30 March 2020

This article was first published on HDI's partner site, ICMI.com, as How to Deeply Understand Customer Pain . Understanding the pain of your customer is the beginning of ...

ITSM from Afar...

by HDI Support World Magazine  Tue 31 March 2020

With more people than ever working remotely, companies of all shapes and sizes are finding themselves adapting to and supporting situations they have never encountered before. The ...

20 Ways to Empathize with Stressed-Out Customers...

by HDI Support World Magazine  Wed 01 April 2020

This article was first published on HDI's partner site, ICMI.com. Whether the problems customers call about are large or small, they all need our empathy. They need us to i...

New Leaders and the Dreaded Firsts...

by HDI Support World Magazine  Wed 11 March 2020

If you are going to hang around in the support industry for a while and decide to make a career of it, inevitably something is going to change. Specifically, you will become a lead...

How to Justify a Shift Toward Enterprise Service Management...

by HDI Support World Magazine  Tue 10 March 2020

Service management has been so valuable to our IT organizations that we have seen a desire to start sharing those practices out to the entire enterprise. Enterprise Service Managem...

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