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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 Foundation 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:

 
  • Bringing Your A-Game: 6 Essential Traits for Leading the Next Generati...
    by HDI Support World Magazine   Sat 01 November 2014
    Times are changing—can you say the same about your ability to lead? Technology has enabled new ways of working, and Millennials (those born in the 1980s and 1990s) bring neve... Read More Login or register to post comments

  • The Problem with Customer Service Surveys...
    by HDI Support World Magazine   Sat 01 November 2014
    Customer surveys enable us to validate our assumptions about the “voice of the customer,” and they give us feedback we can use to accelerate our design, development, or... Read More Login or register to post comments

  • Customer Care: Know, Engage, Thrive...
    by HDI Support World Magazine   Sat 01 November 2014
    We all have customers: internal or external, public or private sector, investors or shareholders. Regardless of who ourcustomers are, we need to not only provide them with an excel... Read More Login or register to post comments

  • Digital Disruption and the Role of Support ...
    by HDI Support World Magazine   Sat 01 November 2014
    On a recent speaking tour in New Zealand, I had a weekend of downtime. So a friend graciously invited me to stay with her and her husband and take in some of the sights. As we drov... Read More Login or register to post comments

  • Where Do Leaders Come From?...
    by HDI Support World Magazine   Sat 01 November 2014
    Senior leaders are a key factor in the success of any support operation. Positive outcomes hinge on support leaders’ ability to embrace the executive team’s strategic v... Read More Login or register to post comments

  • Have Your Cake and Eat It, Too: Generalists and Specialists in Desktop...
    by HDI Support World Magazine   Sat 01 November 2014
    Does your desktop support organization have more generalists or more specialists? In this article, we’ll examine and explore the differences between these roles, the inherent... Read More Login or register to post comments

  • Want Better Solutions? Think Differently! ...
    by HDI Support World Magazine   Sat 01 November 2014
    In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a ne... Read More Login or register to post comments

  • Keeping One Hand on the Wheel: Trends in Service and Support Models ...
    by HDI Support World Magazine   Sat 01 November 2014
    The ever-accelerating pace of technological change continues to push CIOs to adapt quickly or run the risk of finding themselves outmaneuvered by their competition. Whether it&rsqu... Read More Login or register to post comments

  • The End of IT’s Monopoly on Trust: How Consumer Services Are Disruptin...
    by HDI Support World Magazine   Sat 01 November 2014
    As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust&mda... Read More Login or register to post comments

  • The 2020 Generation Gap: Is Your Company Ready?...
    Sat 01 November 2014
    These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is ... Read More Login or register to post comments

  • Do More With Less—Not! Investment-Based Budgeting Is the Antidote to U...
    by HDI Support World Magazine   Sat 01 November 2014
    Cost pressures, plus ever-increasing demands for your services...do you feel caught between a rock and a hard place, and set up to fail? The good news is, there’s an answer, ... Read More Login or register to post comments

  • Career Counselor: Employment Trends for 2015...
    by HDI Support World Magazine   Sat 01 November 2014
    Technical support professionals form the frontline of many businesses, vendors, and IT teams. To remain competitive, they need to be aware of how the sector is evolving and where i... Read More Login or register to post comments

  • Come Together: Business and IT Executives See Their Roads Converging ...
    by HDI Support World Magazine   Sat 01 November 2014
    Is this the year the walls around IT and support finally come down, once and for all? There is a well-recognized chasm in many enterprises. On one side are the engineers and suppor... Read More Login or register to post comments

  • Real-Time Benchmarking: The Future of Software...
    by HDI Support World Magazine   Sat 01 November 2014
    It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometim... 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: