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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
ITIL Training
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 >>
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.
HDAA’s online Membership Knowledge Base provides subscribers access to information on contemporary Service and Support issues across the IT industry. more >>
Latest Releases:
DevOps is a term for a group of concepts that, while not all new, have catalyzed into a movement and are rapidly spreading throughout the technical community. Like any new and popular term, people have somewhat confused and sometimes contradictory impressions of what it is...
What is DevOps (youtube video) Other useful DevOps Links DevOps Training DevOps Institute Why DevOps Should Matter to Executives DevOps does not negate ITIL or ITSM
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 is Australasia's leading resource for service and support centre training, emerging trends and best practices. Our training courses, in ITIL, DevOps and HDI Service and Support Centre Certifications, are established by an international panel of industry experts and practitioners. more >> 2017 Training Calendar
HDAA provides public training courses in Sydney, Brisbane, Melbourne and Canberra as well as onsite and online training courses.
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.
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.
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:
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:
View full Calendar >>
DevOps as a Super-Framework... by HDI Support World Magazine Wed 27 June 2018 IT loves its frameworks. Not only do we love our frameworks, we are fiercely loyal to those that we believe will help us do our jobs better, give us career growth opportunities, an... Read More Login or register to post comments
FAQ: What Percentage of Abandoned Calls Do You Allow Your Agents?... by HDI Support World Magazine Tue 26 June 2018 HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other... Read More Login or register to post comments
Transformation Agility... by HDI Support World Magazine Wed 20 June 2018 Create experiences with leadership, design groups, and stakeholders Technology is moving so fast it outpaces a company’s ability to adopt and utilize it, especially using ... Read More Login or register to post comments
What Works in Professional Development: 21st Century Skills for Servic... by HDI Support World Magazine Tue 19 June 2018 A Roller Coaster of Change and Innovation Change is the only constant in life. This statement was true when documented by pre-Socratic Greek philosopher Heraclitus around 5... Read More Login or register to post comments
3 Tips for Sharing Knowledge... by HDI Support World Magazine Wed 13 June 2018 Pespectives from the field Many moons ago, as a freshly minted engineer working in an IT Help Desk at a University (go Wildcats), I grew frustrated with the number of times we w... Read More Login or register to post comments
FAQ: How Do You Calculate First Call Resolution (FCR)?... by HDI Support World Magazine Tue 12 June 2018 HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other... Read More Login or register to post comments
The Enterprise Service Desk... by HDI Support World Magazine Thu 07 June 2018 The greatest career opportunity in a generation! I first heard the term Chief Service Officer (CSO) in 2012 when I was working on a service desk benchmark for one of America&rsq... Read More Login or register to post comments
Break Through Barriers to Knowledge Transfer... by HDI Support World Magazine Wed 06 June 2018 How to win the forever war against the knowledge hoarders HDI’s KCS Principles training curriculum identifies Knowledge-Centered Service (KCS®) as a key capability whe... Read More Login or register to post comments
Schrödinger’s Ticket... by HDI Support World Magazine Tue 05 June 2018 A ticket is not resolved until the customer says it’s resolved. One of the temptations support center analysts and technicians have is to mark tickets “resolved&rdqu... Read More Login or register to post comments
Knowledge Management Strategy for the Enterprise... by HDI Support World Magazine Thu 31 May 2018 Information. We’re flooded with it. Corporate policies, compliance training, holiday calendars, open enrollment and retirement information, technical instructions, company ne... Read More Login or register to post comments
Single Point of Contact, Not Single Point of Resolution... by HDI Support World Magazine Wed 30 May 2018 After discussing the possibility of having one point of contact in the enterprise whether you have a squeaky chair or a computer problem, or a question for HR, one attendee of a re... Read More Login or register to post comments
Never Forget Why You Do This... by HDI Support World Magazine Tue 22 May 2018 The service management and support world is a community of people who truly like to help. Amid all the frameworks, metrics, tips, and training advice, we sometimes lose sight of... Read More Login or register to post comments
Metric of the Month: First Contact Resolution Rate... by HDI Support World Magazine Wed 12 July 2017 Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations... Read More Login or register to post comments
Service Level Management Basics: The Operational Level Agreement (OLA)... by HDI Support World Magazine Tue 07 February 2017 I have been in this industry for close to twenty years, and during my time as a practitioner, consultant, and trainer, I have seen and heard of real challenges with the “grea... 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 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.
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.
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 >>
View all Podcasts here.