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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

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
     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:

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
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.

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.

Launching 28th February 2019

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 1300 130 447.

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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:

 

  • Modernize Change Management...
    by HDI Support World Magazine   Tue 20 November 2018
    Change management is a critical component of keeping systems and applications stable in the face of continual business change and ensuring people are aware of changes being deploye... Read More Login or register to post comments

  • 4 Questions That Will Help You Improve Your Service Desk Data...
    by HDI Support World Magazine   Mon 19 November 2018
    Make sure your service delivery measures up to the needs of your organization and the expectations of your employees. Stop me if you’ve heard any of these modern data clic... Read More Login or register to post comments

  • Using Data to Enable Business Relationships...
    by HDI Support World Magazine   Thu 15 November 2018
    My current life in IT revolves around data. As a sales consultant, I am striving to ensure that people can better see and understand their data. Oftentimes this involves presenting... Read More Login or register to post comments

  • People Are the Future of IT Support...
    by HDI Support World Magazine   Wed 14 November 2018
    You can throw around all the buzzwords you want about what the future of support will look like. But when all is said and done, it will always come back to people and how we work t... Read More Login or register to post comments

  • The State of YOU in Technical Support...
    by HDI Support World Magazine   Tue 13 November 2018
    It is another year running past the finish line. We have had our bumps and our bruises. Hopefully, we have also had some success and new understanding as to how to best run all the... Read More Login or register to post comments

  • Tiered Support Explained...
    by HDI Support World Magazine   Thu 08 November 2018
    The term tiered support refers to the way that a support center is organized, in order to handle incoming support issues in the most effective and efficient way possible. The tiere... Read More Login or register to post comments

  • Make Your Good Idea Your Boss’s Good Idea...
    by HDI Support World Magazine   Wed 07 November 2018
    Practice your influencing skills to gain trust and credibility “Why can’t I get my boss to buy-in on my good idea?” It’s easy to get frustrated when ... Read More Login or register to post comments

  • Single Point of Contact: Patti Blackstaffe...
    by HDI Support World Magazine   Tue 06 November 2018
    HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 5, I conducted an interview with Patti Blackstaffe via Sk... Read More Login or register to post comments

  • Why Your Service Desk Needs to Implement Shift Left...
    by HDI Support World Magazine   Mon 05 November 2018
    In the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier possible. It’s an initiative all IT organizations pus... Read More Login or register to post comments

  • What Works in Professional Development: The ROI of Training, Part 2...
    by HDI Support World Magazine   Wed 31 October 2018
    Align training goals with business goals and establish measurements In the first part of our ROI of Training series, we discussed creating your narrative by developing your tra... Read More Login or register to post comments

  • Cybersecurity: The Latest IT Silo?...
    by HDI Support World Magazine   Tue 30 October 2018
    Everyone in your organization is a potential attack vector. Phishing and its variants—like spear phishing—are a very popular and productive way for attackers to gain en... Read More Login or register to post comments

  • Shift Left: Transforming Incident Management...
    by HDI Support World Magazine   Thu 25 October 2018
    Shift left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option: Incident resolution to tier 1 analysts (service desk)... Read More Login or register to post comments

  • The Pursuit of Award-Winning Service Improvement: A Case Study from Po...
    by HDI Support World Magazine   Wed 24 October 2018
    PowerSchool’s mission is to improve the education experience through innovative technology. Their platform for K-12 serves more than 32 million students, 66 million parents, ... Read More Login or register to post comments

  • Single Point of Contact: Jim Bolton...
    by HDI Support World Magazine   Tue 23 October 2018
    HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 4, I conducted an interview with Jim Bolton via Skype to discu... 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:

  • ITIL 4 - Are You Ready

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.