Trend Report - How AI Is Enabling Enterprise Service Management
Artificial intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems....
The State of Staffing, Training and Compensation in 2019
2019  HDI Practices & Salary Report, Part 1 Staffing, Training and Compensation The HDI Practices & ...
HOW CYBERSECURITY IS IMPACTING SUPPORT
According to Accenture's 2017 Cost of Cybercrime Study, the average global cost of cybercrime increased by more than 2...
HDAA Support Industry Quick Statistics 2018
This is a one page industry overview of the most sought after statistics from HDAA. It has proven extremely valuable as a ...
THE STATE OF ENTERPRISE SERVICE MANAGEMENT
The goal of this study was to discover the breadth of the use of service management principles, practices, and tools acr...
2018 HDI Practices & Salary Report, Part 3: Technology and Operations Edition
Based on responses of more than 300 of your peers, part three in this year's Practices & Salary Report series is f...
2018 HDI Practices & Salary Report, Part 2: Ticket Management and Metrics Edition
The annual HDI Practices & Salary Report is the definitive resources for technical support professionals. These report...
ITSM Tool Consolidation: A How-To Guide
Are you struggling to maintain multiple Service Desk and ITSM tools? In this guide we discuss the benefits of consolidatio...
2018 HDI Practices & Salary Report, Part 1: Staffing and Salary Edition
2018 HDI Practices & Salary Report, Part 1 That's right! The most coveted member's only resource is now av...
The State of User-Facing Knowledge and Knowledge Management
There's increasing interest by end users in being able to resolve issues and find answers on their own, without cont...

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