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of organisations
 make a knowledge base
available to end users 

Source - HDI Report

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

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:

Improving the Customer Experience through AI 

Melbourne - 20th Nov 2019
Brisbane -  26th Nov 2019
Sydney -  28th Nov 2019

View full Calendar >> 

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.

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.


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

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 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: 

  • 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.

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:


  • 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

  • Bots Are (Already) Here: But Are They Drinking Your Coffee?...
    by HDI Support World Magazine   Thu 21 November 2019
    Are your service desk agents functioning as bots? If the bulk of the work being done by your service desk agents consists of tedious, repetitive tasks, then your service desk a... Read More Login or register to post comments

  • 10 Tips to Elevate Your Self-Service Portal...
    by HDI Support World Magazine   Wed 13 November 2019
    Self-service portals are quickly becoming the fastest way to transform the way we deliver IT services to our users and expedite our shift-left strategies. But how do you get starte... Read More Login or register to post comments

  • How to Create a Winning Support Strategy in the Age of Digital Transfo...
    by HDI Support World Magazine   Wed 06 November 2019
    The era of digital transformation has injected new life into the old wisdom, “The only constant in life is change.” In our plugged-in world, change is happening at a br... Read More Login or register to post comments

  • Why Is Incident Categorization So Important?...
    by HDI Support World Magazine   Tue 05 November 2019
    Incident categorization is a challenge for IT organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization at some point finds th... Read More Login or register to post comments

  • Other Duties as Assigned: Knowledge Management...
    by HDI Support World Magazine   Wed 30 October 2019
    I have the pleasure of leading an internal service desk that supports associates across the globe. We’re lean, well-aligned with the business we support, a bit scrappy, and v... Read More Login or register to post comments

  • Live the Dream: Create a Team Vision and Put It into Action...
    by HDI Support World Magazine   Tue 29 October 2019
    This is the second article in my series that explores how managers at every level can use strategic thinking techniques to increase their team’s effectiveness and their impac... Read More Login or register to post comments

  • AI-Driven Automation Is Changing the ITSM Game...
    by HDI Support World Magazine   Mon 28 October 2019
    The utility, efficacy, and viability of traditional IT management solutions have plateaued for a variety of reasons, including costs, productivity issues, and scarce talent, to nam... Read More Login or register to post comments

  • Duquesne University’s Journey to Build a Strong Student Support Staff...
    by HDI Support World Magazine   Wed 23 October 2019
    In tech support for higher education, we have the unique opportunity to provide students with a great real-world experience of serving others while gaining valuable technology skil... Read More Login or register to post comments

  • Asset Management, Compliance, and Security: A Fight Waiting to Happen?...
    by HDI Support World Magazine   Tue 22 October 2019
    Right. So, if you’ve read past the title, you’ve probably already got a picture in your head. But before we start chucking barstools and beer mugs, let’s take a m... Read More Login or register to post comments

  • The Switch: Leverage Your Support Analyst Staff Position to Find the N...
    by HDI Support World Magazine   Wed 16 October 2019
    When I graduated college, my first job offer was for a position as a service desk technician. I was overjoyed, feeling like I was about to enter into adulthood with a “real j... Read More Login or register to post comments

View all Articles 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.

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.

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

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.