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About the Knowledge Base

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A Membership Body for the IT Service, Help Desk and Support Centre Industry. Providing ITIL Training. Support Centre Training, Support Centre Consulting Services and Access to a vast Industry Knowledge Base.

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

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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:

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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.

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.


View all Service Desk Calculators here.

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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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

Vendor Director Service

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:

  • HDAA Blog Submission...
    by HDAA   Mon 28 July 2014
    The HDAA Blog - Your Voice! You’re experience is worth knowing about and all those conversations you have about what to do and how to do it is just the thing to share on our... Read More Login or register to post comments

  • Thinking and Doing: Current Practices in Problem Management...
    by HDI Support World Magazine   Tue 01 July 2014
    While the practice of problem management isn’t new, the buzz surrounding its implementation and benefits continues to grow as organizations mature and move beyond incide... Read More Login or register to post comments

  • Community News...
    by HDI Support World Magazine   Tue 01 July 2014
    Past. Present. Future.: HDI Local Chapter Officers Gather in Colorado Springs Picture it: More than 100 leaders in the technical support and service management industry, gathered... Read More Login or register to post comments

  • Howdy, Partner!: Make Every Call Count Using the 5 E's...
    by HDI Support World Magazine   Tue 01 July 2014
    Okay, everyone, let’s have some fun. Grab a pen and paper and make a list of your top five most annoying, most cringe-worthy experiences. I’ll wait. Done? Good. I&r... Read More Login or register to post comments

  • Driving a Quality Customer Experience from the Front Line: Implementat...
    by HDI Support World Magazine   Tue 01 July 2014
    In the May/June issue of SupportWorld, I presented an upside-down strategy for creating a quality customer experience. In this article, I’ll outline a three-step process for ... Read More Login or register to post comments

  • Pencils Down!: Testing Keeps Employees' Skills Sharp and Customers Hap...
    by HDI Support World Magazine   Thu 01 May 2014
    When a major component of your team’s job is handling calls from some of the most high-profile customers in the world, how can your company ensure its employees keep up with ... Read More Login or register to post comments

  • "A Brilliant Technical Revolution": Technical Service and Support in t...
    by HDI Support World Magazine   Thu 01 May 2014
    The first race of the 2014 Formula One season, in Melbourne, Australia, marked the debut of a new hybrid engine. This revolutionary engine uses an advanced energy capture technol... Read More Login or register to post comments

  • ITIL in the Support Center 2.0: Will It Thrive?...
    Thu 01 May 2014
    ITIL, the best practice framework formerly known as the IT Infrastructure Library, has played a big role in the evolution of corporate IT. Love it or hate it, it’s hard to di... Read More Login or register to post comments

  • Enterprise Service Management: Taking the IT Out of ITSM...
    by HDI Support World Magazine   Thu 01 May 2014
    Economic realities are driving organizations to consider new options for service delivery that can help them operate cost-effectively while still driving service excellence. As the... Read More Login or register to post comments

  • K-12 Goes Mobile: Tablets in the Classroom...
    by HDI Support World Magazine   Thu 01 May 2014
    Ten to fifteen years ago, America’s public schools began wrestling with the issue of what to do about personal digital devices. Schools had already become technology-intensiv... Read More Login or register to post comments

  • Sharing Knowledge: The Complex World of Informatics...
    by HDI Support World Magazine   Thu 01 May 2014
    As children, sharing is a difficult social skill to master. But as we get older, it seems to become even more difficult, because now, instead of sharing toys, we’re sharing i... Read More Login or register to post comments

  • Building Your Leadership Brand...
    by HDI   Thu 01 May 2014
    We hear a lot about personal branding these days. But why? What does it actually mean? Is it really even necessary? With rapidly changing technologies and ever-growing social med... Read More Login or register to post comments

  • "Houston, We Have a Problem": The Service Center War Room...
    by HDI Support World Magazine   Thu 01 May 2014
    The phrase “Houston, we have a problem” became part of our cultural lexicon in April 1970. The Apollo 13 mission was en route to the Moon when an oxygen tank exploded. ... Read More Login or register to post comments

  • Rebranding Desktop Support...
    by HDI Support World Magazine   Thu 01 May 2014
    If you’ve been listening to the pundits and reading the headlines splashed across web and trade publications over the past five years, you could be forgiven for thinking that... Read More Login or register to post comments

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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:

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.

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: