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of organisations have a knowledge management program in place.

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

About the Knowledge Base

Quick access for subscribers:

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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

Knowledge Base - Focus Books 

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Published by HDI, the Focus Book Series expands and delves deeper into some of the most popular Service Management topics.

Each short, easy-read publication focuses on a specific subject to give you actionable items on initiatives such as service catalogue's, marketing the help desk, handling difficult customers and establishing service level agreements.

The Focus Books are restricted to members depending on your level of membership. 

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Search all Focus Books here.

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For more information, please contact HDAA on T: 1300 130 447.