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HDAA’s online 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 certifications, are established by an international panel of industry experts and practitioners. more >>
2013 Training Calendar now available!
HDAA provides public training courses in Sydney, Brisbane, Melbourne and Canberra as well as onsite and online training courses.
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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 >>
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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 >>
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>>
View all Reports here.
HDAA Member Requests (MR) we receive about a variety of areas seeking advice, guidance and assistce directly from HDAA’s members. They are a major source.. 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. There are a number of things. more >>
View all Service Desk Calculators here.
HDAA is a Gold Partner of HDI 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. more >>
Using Talent Management to Drive Service Excellence... by Halogen Software Wed 29 May 2013 In the service and support industry, customer service excellence is of the utmost importance, yet organisations often struggle with how to create a service climate that can take cu... Read More >> Login or register to post comments
The Two Sides of Customer Service Training: Human and Technical... Wed 22 May 2013 Delivering Great Customer Service Just because an employee understands what it means to deliver great customer service, doesn’t mean that he or she is able to deliver it... Read More >> Login or register to post comments
Metric of the Month: Balanced Scorecard... Mon 20 May 2013 Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data fo... Read More >> Login or register to post comments
Taste Everything: What MasterChef Can Teach IT Leaders... Fri 03 May 2013 It's almost that time again. When the interests of me, my wife and my son all magically align in television bliss! The show is called MasterChef - and if you haven't see... Read More >> Login or register to post comments
Chasing Unicorns: How to Find "Blended" IT-Business Pros... by CIO Wed 01 May 2013 Maryfran Johnson says the answer is to grow your own hybrid players, who have the rare combination of technical smarts, great communication skills and strategic thinking With the ... Read More >> Login or register to post comments
Long-Standing Service Challenges Underscore IT and Business User Bad B... by Information Management Fri 26 April 2013 Getting IT and business to see eye-to-eye has been a mantra for successful enterprise data projects. The main blockade standing in its execution may be an even older challenge: rel... Read More >> Login or register to post comments
Job Titles Aren't That Important... Wed 24 April 2013 Are companies creating their own skills gap? While much of the skills deficit in the U.S. is fueled by a sheer lack of high skill labor for in-demand occupations, a recent CareerBu... Read More >> Login or register to post comments
Use Your Personal Smartphone for Work Email? Your Company Might Take I... by NBC News Tue 23 April 2013 If you use your personal smartphone or tablet to read work email, your company may have to seize the device some day, and you may not get it back for months. Employees armed w... Read More >> Login or register to post comments
Password-Reset Practices in Support... by HDI Support World Magazine Thu 01 September 2011 When a group of IT service or technical support professionals gather, one can almost always expect to hear chatter about password resets. On average, about three out of every ten... Read More >> Login or register to post comments
The Staffing Pipeline in the Support Center... by HDI Support World Magazine Thu 01 September 2011 A support center has two principle assets: a robust, well-managed knowledge base and talented people. Support centers typically invest significant time and effort into training a... Read More >> Login or register to post comments
The IT Strategy Toolkit, Part II... by HDI Support World Magazine Thu 01 September 2011 With all of the buzz around strategic planning, it’s understandable that today’s IT manager or CIO, however shrewd he or she may be, might feel overwhelmed by the ple... Read More >> Login or register to post comments
The Support Chain: From Concept to Solution... by HDI Support World Magazine Fri 01 July 2011 Consider this example of a type of incident that most, if not all, service desks have encountered in the past, and probably will in the future: Mary, an employee at Bank of Ameri... Read More >> Login or register to post comments
Transformation and the Road Less Travelled... by HDI Support World Magazine Fri 01 July 2011 One of the most difficult aspects of service transformation is presenting it in a way that resonates with operations and the engineering and architecture Download ... Read More >> Login or register to post comments
Creating Excellence in Employee Relations: Five Leadership Strategies... by HDI Support World Magazine Fri 01 July 2011 Who doesn’t want a workplace where good employee relations are the norm? Where the threat of an organized labor invasion isn’t looming? The vast majority of wise empl... Read More >> Login or register to post comments
View all Articles here.
Go ahead, change the future of your IT service desk with these excellent free resources from leading experts and analysts. To learn more about Citrix...more >>
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 >>
View all Podcasts 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 >>
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 >>
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 Workshop you can earn priSM CD points to further your career credentials. more >>
The below Workshops have been approved to earn priSM CD points: