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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

DevOps Training
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.


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...

Find out more
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. 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 >>

2016 Training Calendar


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:

ITIL Training
ITIL Foundation
DevOps Foundation
Support Centre Training
Service Desk Training
Help Desk Training
Support Centre Consulting
Service Desk Consulting
Help Desk Consulting

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 >>          To view a demonstration video on how to register, click hereWorkshop Registration Demonstration

Upcoming Workshops & Webinars:

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 Practitioner 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:


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.

  • Design Service Portals for User Adoption...
    by HDI Support World Magazine   Fri 29 January 2016
    Many IT organizations struggle with user adoption issues when they release their first service portal or request catalog. There are several reasons for this failure: converting pap... Read More Login or register to post comments

  • From First Call to First Conversation Resolution...
    by Social Path Solutions, HDI Support World Magazine   Fri 29 January 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

  • Improving Customer Service in Technical Support...
    by HDI Support World Magazine   Mon 25 January 2016
    James arrived for his first day of work in his new position as sales manager. He was highly qualified for the position and looked forward to working with XYZCo, his new employer. ... Read More Login or register to post comments

  • Communicating Is Not Just for Outages...
    by HDI Support World Magazine   Fri 01 January 2016
    Communicating about outages and changes is an important part of what we do every day. But can we do a better job about how we communicate these events? When a system or app... Read More Login or register to post comments

  • First Call Resolution: Getting It Fixed the First Time...
    by HDI Support World Magazine   Fri 01 January 2016
    Every field services or support services team has first call resolution (FCR) in their metrics. During my nearly 40 years in the technology business, I have worked for and with... Read More Login or register to post comments

  • 2015 HDI Service Management Awards...
    by HDI Support World Magazine   Fri 01 January 2016
    HDI announced the winners of the 2015 HDI Service Management Awards at the recent FUSION 15 Conference & Expo which took place November 1–4 in New Orleans. The annual eve... Read More Login or register to post comments

  • Introducing Radical Incident Reduction: The 40-40-40 Program ...
    by HDI Support World Magazine   Fri 01 January 2016
    Do you want to pump up your service desk with a program that excites executives, provides great business value, and greatly lowers unplanned labor costs, incident volumes, and serv... Read More Login or register to post comments

  • A Practitioner’s Guide to Maximizing Onboarding ...
    by HDI Support World Magazine   Fri 01 January 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 momen... Read More Login or register to post comments

  • Keep Calm and #CustServ On - How to get (and stay) ahead of customer e...
    by HDI Support World Magazine   Sun 01 November 2015
    “Online purchases will be delivered faster than a pizza!” “Automated vending machines will replace humans, everywhere!” “Immediate responses won... Read More Login or register to post comments

  • The Customer Hears How You Look - A Learning Moment...
    by HDI Support World Magazine   Sun 01 November 2015
    “What are the top essential qualities of a support center analyst?” That was a question I posed during a recent HDI Support Center Analyst (HDI-SCA) class I facilitate... Read More Login or register to post comments

  • Three Simple Reasons Why Global ITSM Initiatives Fail ...
    by HDI Support World Magazine   Sun 01 November 2015
    For almost 20 years now, large global enterprises have been struggling to get everyone in their local, regional, and global IT support organizations to work together in the same IT... Read More Login or register to post comments

  • Creating an Enterprise Service Portal...
    by HDI Support World Magazine   Sun 01 November 2015
    Self-service tools have really come of age, enabling organizations to develop full-service website portals that include information, service requests, and self-service opportunitie... Read More Login or register to post comments

  • By the Dashboard Light ...
    by HDI Support World Magazine   Sun 01 November 2015
    If you’re in a tech support leadership role, odds are good that you have been asked to create a dashboard. The person making this request might not have a clear idea of what ... Read More Login or register to post comments

  • KCS Is the Gold Standard, But My Organization Has a Tin Cup (Part 2) ...
    by HDI Support World Magazine   Thu 01 October 2015
    This is part 2 of a 2-part series. Missed part 1? Read it here! In the first part of this series, I introduced you to Knowledge-Flow Maturity, which provides an alternative to K... 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:

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: