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74% of organisations make a knowledge base available to end users Source - HDI Report
About the Knowledge Base
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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
HDAA’s online Membership Knowledge Base provides subscribers access to information on contemporary Service and Support issues across the IT industry. more >>
Latest Releases:
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 >> To view a demonstration video on how to register, click here
Upcoming Workshops & Webinars:
Improving the Customer Experience through AI
Melbourne - 20th Nov 2019 Brisbane - 26th Nov 2019 Sydney - 28th Nov 2019
View full Calendar >>
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. further KCS Resources >>
Knowledge Management ROI Calculator - Click here Introducing to KCS v6 video - Click here Introduction to KCS video - Click here
Other Support Centre Training Courses & Certifications.
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.
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 >>
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. 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>>
Latest Reports:
View all Reports here.
The first major update to ITIL since 2011. We are in a time of unprecedented change, known as the Fourth Industrial Revolution. It is characterized by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. In this fast-paced and complex environment, organizations need to:
ITIL 4 has been designed to help organizations meet the increasing demand from the current complex digital environment.
See our training calendar or contact HDAA now to discuss any training needs
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/Supplier?
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. Here are a few samples for your review:
Build Your 2020 Service Roadmap... by HDI Support World Magazine Fri 03 January 2020 With 2019 at an end, it’s time to reflect on the progress made in the past year and get ready for what’s coming next. I’ll run through the final items to check of... Read More Login or register to post comments
A Profile in Change Management: Housing 21 Information Services Team... by HDI Support World Magazine Thu 19 December 2019 Housing 21 is a leading, not-for-profit provider of retirement housing and extra care for older people of modest means. Based in Birmingham, they operate in nearly 200 local author... Read More Login or register to post comments
A Profile in Knowledge Management: Chick-fil-A HELP... by HDI Support World Magazine Wed 18 December 2019 Chick-fil-A is the third largest American fast food restaurant chain and the largest specializing in chicken. The company, founded in 1946 and headquartered in College Park, Georgi... Read More Login or register to post comments
A Profile in Service Improvement: Mercy Technology Services Help Butto... by HDI Support World Magazine Tue 17 December 2019 Mercy Technology Services (MTS) provides and manages technology solutions for Mercy, one of the largest Catholic health systems in the nation, and since 2014 extends services to ot... Read More Login or register to post comments
7 Steps to Incident Categorization... by HDI Support World Magazine Wed 11 December 2019 In part one of this series, I looked at basic categorization schemes and why categorization is so important for decision-making. In this part, I will walk you through, step-by-step... Read More Login or register to post comments
The Ability to Be Agile: The Human Experience... by HDI Support World Magazine Tue 10 December 2019 No doubt this year has been a great teacher of all sorts of things for us. I know I was pushed to limits that I have not experienced before, and it created quite a challenge. But, ... Read More Login or register to post comments
Who’s in Your Tribe? Why Surrounding Yourself with Top Performers Make... by HDI Support World Magazine Thu 05 December 2019 Jim Rohn once said, “You are the average of the five people you spend the most time with.” That theme hit a resounding echo with the latest accomplishment of Eliud Kipc... Read More Login or register to post comments
6 Ways to Help Team Members Hold Colleagues Accountable... by HDI Support World Magazine Wed 04 December 2019 In this series, I’ve focused each individual article on a step to building a strong and cohesive team. In the event you have not seen the previous articles here are the links... Read More Login or register to post comments
The 3 Most Important Ingredients to Change Workplace Culture... by HDI Support World Magazine Tue 03 December 2019 Have you ever had a job where you loved showing up to work every day? You know the kind of job where the work was worth doing? The type of place where you liked the people you work... Read More Login or register to post comments
The Cost of Doing Nothing: Why Keeping the Status Quo Is Hurting IT De... by HDI Support World Magazine Fri 29 November 2019 Once I was having coffee with a group of neighbors, one of whom happened to be a retired professor of economics. Since my degree was in political science, I engaged him on which ec... Read More Login or register to post comments
Practice Self-Awareness in the Workplace... by HDI Support World Magazine Wed 27 November 2019 For the past several years I have been mentoring and coaching new and emerging leaders. One area of knowledge that I try to impart on mentees is learning the skill of self-awarenes... Read More Login or register to post comments
Understanding Business Maturity... by HDI Support World Magazine Tue 26 November 2019 A business must benchmark its maturity in order to progress. Possessing the information of whether or not your organization is maturing or standing in place is essential. For this ... Read More Login or register to post comments
Agile Continual Service Improvement... by HDI Support World Magazine Fri 22 November 2019 Continual service improvement (CSI) is one of the most critical practices organizations need to perform to ensure their services meet customer needs. There are two main focuses of ... Read More Login or register to post comments
No News Is Good News: Common Phrases that Will Destroy Your Service Qu... by HDI Support World Magazine Tue 11 June 2019 A simple phrase is keeping you from greatness. Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that will degrad... Read More Login or register to post comments
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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.
HDAA is Australasia's leading resource for service and support centre training, emerging trends and best practices. Our training courses, in ITIL, Resilia and HDI Service and Support Centre Certifications, are established by an international panel of industry experts and practitioners. more >> 2019 Training Calendar
HDAA provides public training courses in Sydney, Brisbane and Melbourne as well as onsite and online training courses.
View full calendar >>
HDAA (formerly Help Desk Association Australasia) is a Gold Partner of HDI (formerly Help Desk Institute) and with HDAA Silver Level membership and above Members can access all the research from HDI, such as: more >>
Not a HDAA Silver Level Member or above? HDAA Membership can be upgraded at any time. The cost will be a pro-rata amount taking into account your current membership end date. Contact HDAA now about upgrading your HDAA Membership.