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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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Knowledge Base - Metrics Guides

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This set of books outlines a common framework for managers to benchmark and measure performance metrics within their organisations.

Each booklet is broken down by its relationship to the Balanced Scorecard Model; a common definition; the method of calculation; and its impact on the organisation.

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