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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

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, 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
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.

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 1800 206 270.

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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:

 

  • HDI Toolkit: User-Facing Knowledge: The Why and How of Making It Work...
    by HDI Support World Magazine, Bold360, LogMeIn   Thu 04 July 2019
    HDI research shows that nearly three-quarters of organizations have some form of user-facing knowledge as part of their knowledge management program, but there are continuing issue... Read More Login or register to post comments

  • Don’t Give in to Burnout...
    by HDI Support World Magazine   Thu 04 July 2019
    The calls keep coming. Every day, it feels like the same calls come in to the service desk, and there’s nothing that can be done to prevent them. It never feels like we&rsquo... Read More Login or register to post comments

  • Leadership Fail: How Avoiding Conflict Can Make You an Ineffective Lea...
    by HDI Support World Magazine   Wed 03 July 2019
    If you avoid conflict to keep the peace, you start a war inside yourself.—Cheryl Richardson As I sat having a conversation with a friend a couple of months ago at the HDI ... Read More Login or register to post comments

  • DevOps and ITIL: Mortal Enemies or BFFs?...
    by HDI Support World Magazine   Tue 02 July 2019
    Do you think that DevOps and ITIL® are BFFs? Or are you or your organization under the impression that DevOps and ITIL are mortal enemies, incompatible, or somehow mutually... Read More Login or register to post comments

  • Metric of the Month: ROI of Support, Part 1...
    by HDI Support World Magazine   Thu 27 June 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 correlat... Read More Login or register to post comments

  • Recognizing a Diamond in the Rough: Coaching for Success...
    by HDI Support World Magazine   Wed 26 June 2019
    What is a diamond in the rough?  By definition, a diamond in the rough is merely a clump of carbon that, given the right circumstances, is able to develop into a high-quali... Read More Login or register to post comments

  • 5 Tactics to Make Your Strategy More Effective...
    by HDI Support World Magazine   Wed 19 June 2019
    Since authoring the 2011 edition of ITIL® Service Strategy, many organizations have asked me to review their strategies. Through this work, I have learned two things: most stra... Read More Login or register to post comments

  • Working Together: Building an Autonomous Team of Leaders...
    by HDI Support World Magazine   Tue 18 June 2019
    I love what I do, I love my coworkers, and I love where I work. I believe these three things are the key ingredients to employee engagement that positively impact business succ... Read More Login or register to post comments

  • 3 Steps to Avoid Burnout...
    by HDI Support World Magazine   Tue 11 June 2019
    The question is asked in desperation, when it feels like there isn’t enough of you to go around. It comes when the demands of life are so pressing and urgent that it feels li... Read More Login or register to post comments

  • Common Phrases that Will Destroy Your Service Quality...
    by HDI Support World Magazine   Tue 11 June 2019
      A simple phrase is keeping you from greatness. Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that w... Read More Login or register to post comments

  • How to Interview Service Desk Analysts and Technicians...
    by HDI Support World Magazine   Thu 06 June 2019
    Have you ever hired a service desk analyst who aced the interview, but when it came down to supporting your customers, they didn't have what it took?    If you were... Read More Login or register to post comments

  • Transformative Training: How to Foster Learning for Service and Suppor...
    by HDI Support World Magazine   Wed 05 June 2019
      I remember as a kid watching the Transformers Generation 1 cartoons in the 80s and thinking how cool it would be to be able to transform into a vehicle or weapon and ... Read More Login or register to post comments

  • Metric of the Month: Agent Training Hours...
    by HDI Support World Magazine   Wed 29 May 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 correlat... Read More Login or register to post comments

  • HDI - Staffing Ratios for Support: Not the Best Way!...
    by HDI   Tue 22 November 2016
    Quite often, HDI gets some variation on the question, “What’s the right ratio of support analysts to employees for internal support?” It’s a fair questi... 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:

NEXT WORKSHOP -   TBA

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.