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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 - Service Desk Calculators

Service Desk Calculator ImageEstimating - or justifying - a Service Desk's staffing requirements needs to take into account a number of factors and considerations that vary from organisation to organisation.

HDAA's and HDI's calculators are used by numerous Support Centres as part of a defined methodology for determining the optimum resources to meet service level targets.

Use these tools to help calculate the running costs of the Service Desk, the cost per incident to the organisation or the number of staff required.

These calculators have been especially designed for the Service Desk and could be extremely useful to you to justify your team.

HDAA Line Separator

Search all Service Desk Calculators here.

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