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 of organisations
 support both
internal and external

Source - HDI Report

About the Knowledge Base

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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

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 

Canberra - 19th Nov 2019
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 Key to CMDB Success...
    by HDI Support World Magazine   Tue 08 October 2019
    The promised benefits of a CMDB are rarely argued and generally desired. The realization of those promises, however, are evasive. Several years ago, there was talk of nearly 80... Read More Login or register to post comments

  • The Importance of Performance Reviews for Your Team...
    by HDI Support World Magazine   Fri 04 October 2019
    If your organization does formal annual reviews it is a good idea to have periodic check-ins with your team throughout the year. This gives both you and your team a chance to make ... Read More Login or register to post comments

  • It’s a Disaster! Building an Effective Business Continuity Plan...
    by HDI Support World Magazine   Wed 02 October 2019
    As technology has become more pervasive within almost every type of business, the concept of having a concrete plan to respond to problems becomes more critical. In the past, &ldqu... Read More Login or register to post comments

  • Standards-Based, Process-Driven Continual Service Improvement...
    by HDI Support World Magazine   Fri 27 September 2019
    One of the recurring issues consultants experience during their long careers, is the eventual abandonment of Continual Service Improvement (CSI) efforts. There seems to be a point ... Read More Login or register to post comments

  • Metric of the Month: The Agent Scorecard...
    by HDI Support World Magazine   Wed 25 September 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

  • More than a Ticket: Customer-Focused Experience Design in ITSM...
    by HDI Support World Magazine   Thu 19 September 2019
    The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega, and the reason we wake up every day. Alright, that may be a... Read More Login or register to post comments

  • Working in Support Is a Career! My Journey to Find My Passion as a Sup...
    by HDI Support World Magazine   Wed 18 September 2019
    Trying new things can be scary. Taking your career in a totally different direction after being laid off, with an infant at home no less, is the kind of scary that’s best avo... Read More Login or register to post comments

  • Find Your Team’s True North and Move in ONE Direction, Together...
    by HDI Support World Magazine   Tue 17 September 2019
    So far, in this series on transforming teams, I’ve discussed: The foundation of the team and the importance of trust and respect The need for teams to possess harmo... Read More Login or register to post comments

  • Big Data or Big Brother: Predictive Analytics in Service Management...
    by HDI Support World Magazine   Fri 13 September 2019
    big da·ta noun | computing Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human... Read More Login or register to post comments

  • Keeping the Man Behind the Curtain: Transparency and Communication in ...
    by HDI Support World Magazine   Wed 11 September 2019
    One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I’ve been involved in martial arts for almost 25 years, and this day I w... Read More Login or register to post comments

  • Take a Page from Best-in-Class Customer Support Organizations to Delig...
    by HDI Support World Magazine   Tue 10 September 2019
    There’s plenty of talk about external-facing customer support, how it’s changing, and how companies are using it to gain a competitive edge. Then there’s the flip... Read More Login or register to post comments

  • Be the Dream Manager: Build Stretch and Personal Goals with Your Peopl...
    by HDI Support World Magazine   Thu 05 September 2019
    As a Business Associate with HDI, I am sent all over the globe to remote or busy places to deliver certification training or to consult with service desks. One of my most memorable... Read More Login or register to post comments

  • Top 3 Myths—and What You Need to Know—About VeriSM...
    by HDI Support World Magazine   Wed 04 September 2019
    The VeriSM™ service management approach was introduced in the fall of 2017. Many organizations in the European and Asia Pacific regions have embraced the approach in successf... Read More Login or register to post comments

  • Exercise Conflict to Gain Commitment...
    by HDI Support World Magazine   Thu 30 May 2019
    In my last article, I talked about the first of five interpersonal attributes that enable successful teams to efficiently reach their goals, the need for every successful team memb... 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.