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Apollo 13 Simulation Game Training Day

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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 Foundation Training

ITIL Practitioner Training
DevOps Training
Support Centre Training

Support Centre Consulting
Service Desk Consulting

Service Desk Association

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 Practitioner Training
     ITIL - Apollo 13 Simulation Game Training Day

     ITIL Intermediate – Operational Support & Analysis
     ITIL Service Catalogue Training

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:

DevOps Institute Registered Education Partner


What is DevOps?

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 >>

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 >>                2017 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.

ITIL Foundation
Apollo 13 Simulation Game Training
ITIL Practitioner

DevOps

Resillia
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.

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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:

 

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:

  • RAPID Incident and Problem Management

View full Calendar >>

  • IT Governance for Incident Management...
    by HDI Support World Magazine   Fri 27 October 2017
    Implement Strategic Process Roadmaps or Keep Feeding the Beast Have you ever worked at or encountered an organization that purchased an ITSM/service desk tool or implemented ITI... Read More Login or register to post comments

  • What Works in Professional Development: The Changing Landscape of Trai...
    by HDI Support World Magazine   Tue 24 October 2017
    Most would agree that training has numerous benefits, including employee growth, engagement, retention, innovation, motivation, etc. One of the hardest parts of training is wel... Read More Login or register to post comments

  • The Pursuit of Award-Winning Service Improvement: A Case Study from Fi...
    by HDI Support World Magazine   Thu 19 October 2017
    First American provides comprehensive title insurance protection and professional settlement services to facilitate and streamline real estate transactions. The First American... Read More Login or register to post comments

  • Enterprise Service Management: Ensure that Your Tool Can Do ESM Proper...
    by HDI Support World Magazine   Wed 11 October 2017
    Early in your Enterprise Service Management (ESM) strategy, you need to assess the capabilities of both your tool and your team to provide the requisite service management to the a... Read More Login or register to post comments

  • Explore the New Frontier: Taking Knowledge and Training to New Galaxie...
    by HDI Support World Magazine   Tue 10 October 2017
    How one support center is tackling challenges of segmented knowledge management, difficulty training new hires, and implementing change. "Houston, Flight Mission 115, we ha... Read More Login or register to post comments

  • Getting Started with Value Stream Mapping...
    by HDI Support World Magazine   Wed 04 October 2017
    I remember when someone came to me and said, “We need your IT service management (ITSM) experience to help a bank.” “Yeah! I have many years in financial services... Read More Login or register to post comments

  • Enterprise Service Management: Learn Other Languages...
    by HDI Support World Magazine   Wed 27 September 2017
    In order to garner the trust and acceptance you need for success in Enterprise Service Management (ESM), develop an understanding that other business units have vocabularies of the... Read More Login or register to post comments

  • Self-Service Support: Don’t Set It and Forget It...
    by HDI Support World Magazine   Mon 25 September 2017
    Whether supporting internal employees or external customers, service and support teams have always been the backbone of any business. But today, support plays an even more importan... Read More Login or register to post comments

  • Metric of the Month: Agent Job Satisfaction...
    by HDI Support World Magazine   Wed 13 September 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

  • Artificial Intelligence: Shifting Work and Shifting Skills...
    by HDI Support World Magazine   Wed 06 September 2017
    As usual, there is a major gap between what the headlines say and what we are experiencing in our daily work lives. If we were to take all the articles predicting “the end of... Read More Login or register to post comments

  • Lessons in Leadership: Reflections from Greg Sanker...
    by HDI Support World Magazine   Tue 05 September 2017
    HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented the Top 25 Thought Leaders in Technical Suppor... Read More Login or register to post comments

  • Evaluating Technical Support Models: Tiered Support vs. Swarming, Part...
    by HDI Support World Magazine   Thu 10 August 2017
    In an effort to address some of the shortcomings of the tiered support model and to take advantage of new collaborative technologies now available, a new support model known as swa... Read More Login or register to post comments

  • Management 101: Critical Skills for New Support Center Managers...
    by HDI Support World Magazine   Thu 03 August 2017
    Congrats! You have been promoted!  All of your hard work and dedication to serving your customers has paid off!  You are a superstar! There’s only one problem: you ... Read More Login or register to post comments

  • Evaluating Technical Support Models: Tiered Support vs. Swarming, Part...
    by HDI Support World Magazine   Thu 20 July 2017
    Today more than ever, businesses of all types are dependent on technology to reach their business outcomes, whether it’s a manufacturing company producing automobiles, a hosp... 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 >>

Latest ITSM Podcasts: 

View all Podcasts here.

What is DevOps?

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