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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
ITIL Training
ITIL Foundation

Support Centre Training
Support Centre Consulting
Service Desk Consulting

Service Desk Association
Help Desk Consulting
Help Desk Training
Help Desk Association Australia

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:

  • Next workshop to be advsied

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/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:

 

  • Every Business Is a Mobile Business...
    by HDI Support World Magazine   Thu 01 January 2015
    We’re about to experience two new, related booms in mobility: the prevalence of wearable technologies, such as smartwatches and connected health monitors, and the Internet of... Read More Login or register to post comments

  • "Shift Left" into the Fast Lane with Self-Service 2.0 ...
    by HDI Support World Magazine   Thu 01 January 2015
      The pace of change is dizzying and the consumerization of IT is forcing profound changes in how organizations deliver IT services. First it was sharing corporate data usi... Read More Login or register to post comments

  • What Bits of ITIL Do You Pick, If Any?...
    by HDI Support World Magazine   Thu 01 January 2015
    There’s no denying that ITIL can make managing IT services more efficient and significantly improve the quality of services delivered. In fact, each year we see more of the w... Read More Login or register to post comments

  • Are We There Yet? - The Eternal Quest for the Best Dashboard ...
    by HDI Support World Magazine   Thu 01 January 2015
    Looking for the perfect dashboard, the one that will tell the story of your support organization is not easy. The road is paved with good intention, bad execution and ugly results.... Read More Login or register to post comments

  • Do We Still Need RFPs?...
    by HDI Support World Magazine   Thu 01 January 2015
    Those of you who have gone through the process of preparing RFPs for service management software know how laborious it can be. Preparing all the information and organizing it can b... Read More Login or register to post comments

  • KCS Is the Gold Standard, But My Organization Has a Tin Cup ...
    by HDI Support World Magazine   Thu 01 January 2015
    This is part 1 of a 2-part series. If your eyes have ventured to these words, it is likely you are familiar with Knowledge-Centered Support (KCS), and your organization is havi... Read More Login or register to post comments

  • Move Over and Make Room...
    by HDI Support World Magazine   Thu 01 January 2015
    There are so many generations in today’s workforce that it’s almost dizzying for managers looking for ways to capitalize on the talent available while planning for futu... Read More Login or register to post comments

  • Service Management: Not Just for IT Anymore...
    by HDI Support World Magazine   Thu 01 January 2015
    Given the multitude of challenges that IT has faced over the years, there's a growing recognition that IT must grow, change, and clearly demonstrate the value it gives back to ... Read More Login or register to post comments

  • Accepting the Inevitable: Home Is Becoming the New Office...
    by HDI Support World Magazine   Thu 01 January 2015
    There was a time when working outside the office was only an option for the “road warrior”; those who frequently traveled as part of their position (sales, area manager... Read More Login or register to post comments

  • 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

  • HDI - What is LZS?...
    by HDI   Sun 01 June 2014
    So, what is LZS? It is a metric—level zero solvable—that measures the percent of incidents resolved by the support center that could have been resolved by the custome... 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: