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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
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Service Desk Association

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...

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 >>                2016 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
ITIL Practitioner

DevOps

Resillia
Support Centre Training
Service Desk Training

 

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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.

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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. further KCS Resources >>

Introduction to KCS Video - Click here

Knowledge Centered Support - 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:

 

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 Intermediate – Operational Support & Analysis

     ITIL Service Catalogue Training

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:

  • Next Workshop TBA

View full Calendar >>

  • Creating a Balanced Scorecard...
    by HDI Support World Magazine   Tue 01 March 2016
    What is a balanced scorecard? According to Wikipedia, a balanced scorecard (BSC) is a “semi-standard structured report…used by managers to keep track of the execution ... Read More Login or register to post comments

  • Rethinking the Service Desk...
    by HDI Support World Magazine   Tue 01 March 2016
    From Call Taking to Strategic Service Delivery Center The service desk has been traditionally viewed as the IT organization that helps employees of a company with computer-relat... Read More Login or register to post comments

  • Effective Escalations for Support Centers ...
    by HDI Support World Magazine   Tue 01 March 2016
    I recently spent two days delivering a public HDI Support Center Analyst (HDI-SCA) course in Irvine, California, to a group of students who were very engaging and eager to lea... Read More Login or register to post comments

  • Build a Service Portal and Request Calalog...
    by HDI Support World Magazine   Tue 01 March 2016
    Building a service portal and request catalog is a marathon rather than a sprint. The first two articles in this series, Creating and Enterprise Service Portal and Design Service P... Read More Login or register to post comments

  • A Practitioner’s Guide to Maximizing Onboarding...
    by HDI Support World Magazine   Tue 01 March 2016
    You spend a lot of time and money on the interview process so the last thing you want to do is lose great employees! Your rookie is never more excited and engaged than at the m... Read More Login or register to post comments

  • From First Call to First Conversation Resolution...
    by HDI Support World Magazine   Tue 01 March 2016
    Over the years customer support centers have evolved from being simple call centers with general support options to hosting specialized agents who focus on specific support functio... Read More Login or register to post comments

  • Adaptive Quality Management: An Evolutionary View ...
    by HDI Support World Magazine   Tue 01 March 2016
    Improving the overall customer experience and the perception of quality of service are two key industry-wide goals. By reducing abandonment rate and speed to answer and improving f... Read More Login or register to post comments

  • Pressure, Pay, and the Changing Landscape for Tech Teams ...
    by HDI Support World Magazine   Tue 01 March 2016
    Each year, in addition to the Robert Half Technology 2016 Salary Guide, we survey technology leaders about their hiring plans, skills in demand and other trends impacting their tec... Read More Login or register to post comments

  • Three Factors to Consider About Gamification and Your Organization...
    by HDI Support World Magazine   Tue 01 March 2016
    Games are without a doubt an addictive fascination, and their use in the workplace is ever growing. The result is a new trend in the marketplace to engage employees and clients cal... Read More Login or register to post comments

  • Only Happy People Need Apply...
    by HDI Support World Magazine   Tue 01 March 2016
    Like it or not, feelings and emotions play a huge role in every area of our personal and professional lives. However, many of the people we work with believe there is no room for e... Read More Login or register to post comments

  • The Conceptual Age and Right-Brain Skills ...
    by HDI Support World Magazine   Tue 01 March 2016
    I was very inspired by Daniel Pink’s keynote at the FUSION 15 Conference. One of the concepts he writes about in his books and speaks on is a new concept and term he has coin... Read More Login or register to post comments

  • 8 Tips for Selecting a New ITSM Tool...
    by HDI Support World Magazine   Tue 01 March 2016
    Looking to invest in a new help desk, service desk, or IT service management (ITSM) tool? Where do you start? In my experience, there’s always the temptation to be led by... Read More Login or register to post comments

  • Reimagine Culture and Deliver an Incredible Service Experience ...
    by HDI Support World Magazine   Tue 01 March 2016
    Companies are spending billions of dollars annually in an effort to improve the customer experience. Unfortunately, satisfaction is not improving. Source: American Custome... Read More Login or register to post comments

  • The Power of Positive Influence...
    by HDI Support World Magazine   Tue 01 March 2016
    The average person is subjected to hundreds of influence attempts every day: advertisements, selling and buying situations, disagreements, debates, discussions, negotiations, etc. ... 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.

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: