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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:

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

Knowledge Base - KPI Bulletins

KPI Bulletin LogoA valuable member benefit, these HDI resources provide you with everything you need to know about common Service Desk metrics.

Within each Key Performance Indicator (KPI) bulletin a metric is defined, with key points about the use of the metric, the formula for calculating it if applicable, the source of the metric and what HDI research has to say about the metric. 

HDAA Line Separator

Search all KPI Bulletins here.

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