ITIL | ITIL Training | ITIL Foundation | ITIL 4 | Support Centre Consulting | Support Centre Training | KCS Training | KCS | Knowledge Management


1300 130 447
Blog Email Google+
Price Guide



Service Desk Transformation Conference

About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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

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 Day             
     ITIL Foundation Training
     ITIL - Apollo 13 Simulation Game Training Day
     ITIL Intermediate – Operational Support & Analysis

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.


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 >>

Latest Releases:

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 >>                2019 Training Calendar

HDAA provides public training courses in Sydney, Brisbane and Melbourne as well as onsite and online training courses.

ITIL Foundation
Apollo 13 Simulation Game Training
Support Centre Training
Service Desk Training

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.

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.

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: 

  • Be more agile 
  • Be better equipped to adapt what they do
  • Be ready to adopt new ways of working to succeed

ITIL 4 has been designed to help organizations meet the increasing demand from the current complex digital environment.

Contact HDAA now to discuss you ITIL 4 training needs or phone 1800 206 270.

KCS (Knowledge Centred Service)

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

Knowledge-Centered Service - KCS Training 

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:


  • Self-Service Metrics, Part 1: Demystifying the Terminology Behind Anal...
    by HDI Support World Magazine   Fri 19 April 2019
    If you’ve been around the world of service management in recent years, you have no doubt become increasingly familiar with the concept of shift left, a strategy for shifting ... Read More Login or register to post comments

  • 10 Tips for Automation and Reporting...
    by HDI Support World Magazine   Thu 04 April 2019
    5 Tips for Automation Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda... Read More Login or register to post comments

  • The Secret Ingredients to a Great Service Culture...
    by HDI Support World Magazine   Wed 03 April 2019
    The recipe for great IT services has always been a combination of people, processes, and technology. With the increased focus on the customer experience and employee engagement, ha... Read More Login or register to post comments

  • FAQ: What Is Your Definition of First Contact Resolution?...
    by HDI Support World Magazine   Tue 02 April 2019
    Today, I’m sharing a recent question from Connect about First Contact Resolution and my response.   Q: Hi all. I'm looking for a good definition of First Contact R... Read More Login or register to post comments

  • Why IT Needs HR and Vice-Versa: Strategies for Enterprise Service Mana...
    by HDI Support World Magazine   Wed 20 March 2019
    It’s been said that “HR is the new IT.” This generally refers to a common direction towards building HR solutions centers and shared service center designs for ma... Read More Login or register to post comments

  • The Confidence of the Incompetent: Why Bad Leaders Are Hard to Help...
    by HDI Support World Magazine   Thu 14 March 2019
    Imagine that you are in a large room full of brilliant executive leaders. Everyone is waiting with anticipation to receive an inspiring message from a renowned organizational psych... Read More Login or register to post comments

  • The Importance of One-on-One Meetings...
    by HDI Support World Magazine   Wed 13 March 2019
    In my pursuit to help my employees improve their career satisfaction, I came across something called one-on-one meetings. I know this is nothing new to most nor a revolutionary con... Read More Login or register to post comments

  • The Power of Story for Your Data...
    by HDI Support World Magazine   Tue 12 March 2019
    “Stories are relics, part of an undiscovered pre-existing world. The writer’s job is to use the tools in his or her toolbox to get as much of each one out of the ground... Read More Login or register to post comments

  • Telling Your (Business Value) Story...
    by HDI Support World Magazine   Wed 06 March 2019
    What is “value?” Think back to the last time you made a major purchase, like a car. Why did you choose the car you did? Perhaps it was because of the features insta... Read More Login or register to post comments

  • Managing the Changes Deployed by Your Cloud Vendor...
    by HDI Support World Magazine   Wed 27 February 2019
    Yikes! My Cloud host service made a change; now my services aren’t working anymore! Let’s say you have outsourced at least some of the services you provide to your... Read More Login or register to post comments

  • Diversity and Inclusion in a Digital Age...
    by HDI Support World Magazine   Tue 26 February 2019
    We are in an interesting time in the world of service and support, where digital transformation (and AI, particular) is rising at the same time a focus is being placed on transform... Read More Login or register to post comments

  • Metric of the Month: Agent to Supervisor Ratio...
    by HDI Support World Magazine   Wed 20 February 2019
    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

  • Incidents or Requests: How to Classify Service Performance Issues...
    by HDI Support World Magazine   Tue 19 February 2019
    Recently, a question came in asking about the best way to classify and handle performance issues. Performance for the purpose of this discussion is the availability, reliability, o... Read More Login or register to post comments

  • How to Select the Right Knowledge Management Metrics...
    by HDI Support World Magazine   Thu 12 April 2018
    You have accepted the challenge to improve your knowledge management initiative. But before you charge in with your ideas and lay out your plan, assess the current state. Talk with... Read More Login or register to post comments

View all Articles 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 >>          To view a demonstration video on how to register, click hereWorkshop Registration Demonstration

Upcoming Workshops & Webinars:

NEXT WORKSHOP - Actioning the Service Value System through Building a Service Profile

View full Calendar >>

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.