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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

About the Knowledge Base

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Calculating the running costs of the Service Desk and the cost per incident to the organisation can be like Pandora's Box depending on the level of detail required and what it is you are trying to justify or prove. Below are some calculators to assist.

Calculators:

These templates provide you with a starting point for your own policies, processes and procedure documentation for your organisation - why reinvent the wheel? These templates are based on best practice frameworks, principles and methods used in the Service and Support Profession. There are templates for Job Description, Checklists, Workflows, Project Management and ITIL policies, processes and procedure documentation.  more >>

Latest Templates:

View all Templates here.

HDAA is Australasia's leading resource for service and support centre training, emerging trends and best practices. Our training courses, in ITIL and HDI Service and Support Centre Certifications, are established by an international panel of industry experts and practitioners. more >>

2014 Training Calendar

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HDAA provides public training courses in Sydney, Brisbane, Melbourne and Canberra as well as onsite and online training courses.

Some of Help Desk Association Australia's training, support and consultation include:

View full calendar >>

HDAA Workshop topics are chosen for their relevance to the industry as well as from our members. Whether revitalising a topic due to industry evolution or bringing you something totally new, HDAA. more >>

Upcoming Workshops & Webinars:

View full Calendar >>

HDAA provides a number of benchmarking reports for the Australian and New Zealand Service and Support industry. If you are a Silver Level Member or above you also have access to HDI’s reports. more>>

Latest Reports:

View all Reports here.

When HDAA receives a Member Request (MR) for advice from a member, we manage and coordinate its definition, distribution, collation, analysis and response. These become published 'MR Outcomes' which are distributed to all members as a major source of collective information, knowledge and experience. more >>

Submit your Member Request here.

Latest Member Requests:

Search all Member Requests here.

What is ITIL?

ITIL is the most widely adopted approach for IT Service Management in the world. ITIL provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. more >>

ITIL Training supplied by HDAA     

     ITIL Overview Training Day
     ITIL Foundations Training

     ITIL Intermediate – Operational Support & Analysis
     ITIL Service Catalogue Training

Use our vendor directory and obtain information about possible vendors and their products.

Please note that HDAA remains neutral to its members, the industry and vendors and does not have any affiliation with or endorse any particular product.

Looking for a New Vendor?

Held in HDAA's Knowledge Base is a variety of information to assist you with the vendor selection process that every service desk has to go through to secure a new ITSM tool for their desk. Here are a few samples for your review:

 
  • BYOA: The New Frontier for IT Departments...
    by HDI Support World Magazine   Wed 01 January 2014
    Remember the days when the IT department simply handed out computers and phones and told you what you could put on them? Then came BYOD, and now knowledge workers are adopting the ... Read More Login or register to post comments

  • The Mobile Customer Service Marathon...
    by HDI Support World Magazine   Wed 01 January 2014
    Do you have a mobile customer service strategy? Do you know what your customers expect from mobile customer service? Is the contact center even involved in your organization’... Read More Login or register to post comments

  • Social Media in Desktop Support...
    by HDI Support World Magazine   Wed 01 January 2014
    The human race has used a variety of communication mediums over its long history. Stone, metal, clay, wax, and paper: all have been used to capture and disseminate information. For... Read More Login or register to post comments

  • Making the Case for Windows 8.1...
    by HDI Support World Magazine   Wed 01 January 2014
    This article is based on a white paper issued by Global Knowledge . Reprinted with permission. I have been working with Windows 8 since its earliest beta version, and I love ... Read More Login or register to post comments

  • Can You Hear Me Now?: Being a Technical Service and Support Profession...
    by HDI Support World Magazine   Wed 01 January 2014
    The technical service and support landscape is a highly dynamic and oftentimes highly reactive space. Just as all professional fields evolve, adapting to new realities, new expecta... Read More Login or register to post comments

  • Customer Satisfaction from the Trenches...
    by HDI Support World Magazine   Wed 01 January 2014
    Every support organization is judged on how well it provides service to its customers. But facilitating a positive customer experience is equally vital, not only for the organizati... Read More Login or register to post comments

  • Managing the Service Desk in a Data-Driven, Mobile World...
    by HDI Support World Magazine   Wed 01 January 2014
    One of the first things you probably did when you woke up this morning was check your email on your smartphone or tablet. Whether you read your emails and confirmed your appointm... Read More Login or register to post comments

  • Tech Trends: Asset Management...
    by HDI Support World Magazine   Wed 01 January 2014
    As IT professionals, we love new technologies. There’s nothing like getting a brand-new computer to replace an old, worn-out, used-and-abused device. At first glance, the new... Read More Login or register to post comments

  • Key Benefits of ITIL...
    by AXELOS   Wed 01 January 2014
    ITIL is the most widely accepted approach to best practice service management in the world with the majority of the world's leading organizations using it. Now in its 25th year, it... Read More Login or register to post comments

  • From Phones to Phablets: Providing Support in a Mobile World...
    by HDI Support World Magazine   Wed 01 January 2014
    I am the Cherwell service desk’s worst nightmare. There, I said it (and they’d tell you so, too). Why? Because I’m in love with technology, but I’m a minima... Read More Login or register to post comments

  • Outsourcing: The Key to a Strategic Partnership...
    by HDI Support World Magazine   Wed 01 January 2014
    I have written previously that we no longer live in an all-or-nothing environment when it comes to outsourcing. Especially with the advent of the cloud, businesses can outsource ma... Read More Login or register to post comments

  • Ask the Expert...
    by HDI Support World Magazine   Wed 01 January 2014
    Many of the questions I receive are what’re often referred to as “sanity checks”: support center managers are pretty sure they’re doing things the right way... Read More Login or register to post comments

  • Seeing Stars: Hollywood and the Keys to Continuous Improvement...
    by HDI Support World Magazine   Wed 01 January 2014
    Every organization has a stake in improving the services listed in their respective service catalogs. The reasons for undertaking improvement exercises on a regular basis are many ... Read More Login or register to post comments

  • Practical Leadership Lessons: 10 Tools for Your Toolbox...
    by HDI Support World Magazine   Wed 01 January 2014
    Management is widely taught; the formulas are available, the models are regularly applied, and the business intelligence metrics are reviewed. Leadership, however, is learned by do... Read More Login or register to post comments

View all Articles here.

HDAA (formerly Help Desk Association Australasia) is a Gold Partner of HDI (formerly Help Desk Institute) and with Silver Level membership and above Members can access all the research from HDI, such as: more >>

Latest News: Changes Ensure Certifications Reflect Current Practices. What does this mean? Effective 1 January 2013, all new HDI Support Center more >>

Not a HDAA Member or not Silver Level or above? Here are some articles from the latest Support World Magazine as an example of content available to you if you were to join or upgrade. more >>

Latest Releases:

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KCS (Knowledge Centred Support)

The Consortium is a non-profit alliance of organizations focused on innovation for the support industry Members create innovative ideas through a process of collective thinking and experience. The Consortium’s work integrates academic research.. more >>

Introduction to KCS Video - Click here

Knowledge Centered Support - KCS Training 

Other Support Centre Training Courses & Certifications.

BITPodium is a new netcast focussed on the Business Living with IT.  It continues the tradition of the global ITSM podcasts started by Chris Dancy.

For 2 years, the ITSM Antipodean Podcasts recorded monthly and has over 40,000 listeners, this has the insight into hot topical issues for the Service and Support Industry for Australia and New Zealand. more >>

Latest ITSM Podcasts: 

View all Podcasts here.

priSM is a comprehensive program for professional recognition and development in the IT Service Management (ITSM) industry. more >>

Through some HDAA Workshops you can earn priSM CD points to further your career credentials. more >>

The below Workshops have been approved to earn priSM CD points: