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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:

 
  • CSAT, MPS, and CES: Measuring the Customer Experience...
    by HDI Support World Magazine   Mon 01 September 2014
    There’s a difference between saying “I feel feverish” and saying “My temperature is 101°F.” In the second case, you’ve used a measuring devi... Read More Login or register to post comments

  • After the Shift: The Journey Toward an Outcome-Based Services Model...
    by HDI Support World Magazine   Mon 01 September 2014
    Today, field and support service organizations are being challenged to replace traditional service offerings, where technical services are provided for a fixed price, to new models... Read More Login or register to post comments

  • Talkin' 'Bout My iGeneration: Today's Customers and the Customer Exper...
    by HDI Support World Magazine   Mon 01 September 2014
    How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to... Read More Login or register to post comments

  • Unstoppable: Becoming Inspirational, Transformational Leaders...
    by HDI Support World Magazine   Mon 01 September 2014
    My brother-in-law thought I was crazy when I announced that I was studying leadership. “Are you nuts?” he protested. “When I think of leaders, I see some angry gu... Read More Login or register to post comments

  • Generational Diversity and the Next Big Thing...
    by HDI Support World Magazine   Mon 01 September 2014
    The transition from the twentieth to the twenty-first century has been incredible. The emergence and integration of developing technologies into our day-to-day lives work lives and... Read More Login or register to post comments

  • At the Service Desk, Good Enough Isn't Nearly Enough...
    by HDI Support World Magazine   Mon 01 September 2014
    Service desks come in all shapes and sizes, depending on the needs of those they serve. Service offerings, KPIs, and service level targets will vary, and some will meet those needs... Read More Login or register to post comments

  • When Disaster Strikes, Preparation and Teamwork Pay Off...
    by HDI Support World Magazine   Mon 01 September 2014
    When Hurricane Katrina crashed upon the Gulf Coast in 2005, the IS organization at Our Lady of the Lake Regional Medical Center, operated by the Franciscan Missionaries of Our Lady... Read More Login or register to post comments

  • How to Survive a Zombie Apocalypse...
    by HDI Support World Magazine   Mon 01 September 2014
    Zombies attack! It’s a zombie apocalypse, and the dead have come to life. They’re hungry, and they’re looking for food. Where are you going to go? What’s y... Read More Login or register to post comments

  • Unified IT: Improving the Customer Experience by Moving Beyond the Cus...
    by HDI Support World Magazine   Mon 01 September 2014
    IT recognizes the service desk as the “voice of IT,” but does it also recognize the service desk as the “voice of the customer”? If IT organizations have bu... Read More Login or register to post comments

  • Working Out Loud: The Fast Track to Collective Responsibility...
    by HDI Support World Magazine   Mon 01 September 2014
    I was waiting in line at a restaurant recently when I overheard a father say to his son, “If you want to play soccer well, you have to watch soccer.” This got me thinki... Read More Login or register to post comments

  • SMACing ITSM into the Next.IT...
    by HDI Support World Magazine   Mon 01 September 2014
    Next.IT—the emergence of digital services, social networks, mobile technology solutions, Big Data analytics, cloud computing, and the Internet of Things—is upon us, and... Read More Login or register to post comments

  • Ask the Expert...
    by HDI Support World Magazine   Mon 01 September 2014
    I receive a wide variety of questions, but many of them revolve around HDI’s research and metrics. One item that pops up over and over is the “industry standard.”... Read More Login or register to post comments

  • Tech Trends: Customer Relationship Management...
    by HDI Support World Magazine   Mon 01 September 2014
    In the past, when the IT organization was essentially a monopoly, concern for the customer experience was often secondary to concern for alignment with industry frameworks. As the ... Read More Login or register to post comments

  • Good Customer Sat Scores Don't Equal Good Customer Experiences...
    by HDI Support World Magazine   Mon 01 September 2014
    What’s the wrinkle in today’s IT and business climate? That wrinkle, which might be better called a more sharp fold, is the dawning of the age of the customer. The rise... 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: