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About the Knowledge Base

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HDAA’s online IT Membership Knowledge Base provides subscribers access to deep insights on contemporary Service and Support issues across the industry. It does this through the... more >>

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

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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

ITIL Logo  HDI Certified 
 

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:

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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:

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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 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.

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:

View all Service Desk Calculators 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:

  • Making Your Service Desk Lean...
    by HDI Support World Magazine   Sun 01 September 2013
    We define a Lean service desk operation as one in which volume, variety, and process variation are managed, and in which individual workflows are optimized for efficiency. ... Read More Login or register to post comments

  • You Must Have a Service Catalog...
    by HDI Support World Magazine   Sun 01 September 2013
    Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has e... Read More Login or register to post comments

  • When It's Time for a New Service Desk Solution...
    by HDI Support World Magazine   Sun 01 September 2013
    As the business grows, support must evolve to keep up with that growth. While it may seem like just yesterday we were all rolling out dedicated incident management systems,... Read More Login or register to post comments

  • You Can Do It! A Framework for Effective Coaching...
    by HDI Support World Magazine   Sun 01 September 2013
    I’ve coached hundreds of individuals in customer support and in blended sales-service environments, and, as a coach, I’ve experienced success and failure. Invar... Read More Login or register to post comments

  • Staffing Studies: Salaries, Stats, and Skills—Oh My!...
    by HDI Support World Magazine   Sun 01 September 2013
    The technical support staff is the voice, and often the face, of IT. Over the past couple of years, HDI has conducted several studies on staffing in the technical service a... Read More Login or register to post comments

  • Rewards and Recognition: Reestablishing the Connection...
    by HDI Support World Magazine   Sun 01 September 2013
    Do you feel you reward and/or recognize your team frequently enough? Do you feel you are rewarded and recognized enough? For most people, there’s a big disconnect. So... Read More Login or register to post comments

  • Bridging the Gap: A Service Lifecycle Approach to Implementing Knowled...
    by HDI Support World Magazine   Sun 01 September 2013
    Service providers have come to the realization that their departments simply are not sharing information as well as they could. There are just too many silos, which inhibit... Read More Login or register to post comments

  • Tech Trends: Workforce Managemented Metrics for Success...
    by HDI Support World Magazine   Sun 01 September 2013
    We asked Fancy Mills, author of “Workforce Management: Underutilized Metrics for Success” (p. 39), to share a list of the resources, tools, and software she rec... Read More Login or register to post comments

  • Workforce Management: Underutilized Metrics for Success...
    by HDI Support World Magazine   Sun 01 September 2013
    Do you ever lay awake at night wondering, “Billy’s my star performer, but what if he doesn’t come in on Monday (again)? Am I going to have enough staff? I... Read More Login or register to post comments

  • Playing for Keeps: Finding Service Maturity with Total Contact Ownersh...
    by HDI Support World Magazine   Sun 01 September 2013
    Total contact ownership is a mark of business maturity for technical service and support organizations. It takes the best practices of ITSM and strengthens them with custom... Read More Login or register to post comments

  • Flip Your Training: Classroom Technology for Twenty-First Century Busi...
    by HDI Support World Magazine   Sun 01 September 2013
    In one way or another, all organizations teach. Businesses train new employees on their cultures, technologies, and processes. In IT, training often accompanies a large rol... Read More Login or register to post comments

  • Customer Experience: What Is It and Why Is It Important?...
    by HDI Support World Magazine   Sun 01 September 2013
    Until fairly recently, many internal support centers have been “the only game in town.” While they occasionally measured customer satisfaction, these support ce... Read More Login or register to post comments

  • Customer-Centric Support: The Key to Customer Loyalty...
    by HDI Support World Magazine   Sun 01 September 2013
    Customer Service Week is right around the corner, so in this interview we’re focusing on the customer from the perspective of a leading technology company. This is a ... Read More Login or register to post comments

  • Tech Trends: The Evolution of Support Center Software...
    by HDI Support World Magazine   Mon 01 July 2013
    For a long time, the average lifecycle for support center software—including both simpler ticket management tools and more sophisticated IT service management systems... Read More Login or register to post comments

View all Articles 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  

The ITSM Antipodean Podcasts are recorded monthly and now 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 Antipodean Podcasts: 

View all Podcasts here.

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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 HDI Training Courses & Certifications.

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: