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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
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:
View all Service Desk Calculators here.
HDAA’s online Membership Knowledge Base provides subscribers access to information on contemporary Service and Support issues across the IT industry. more >>
Latest Releases:
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...
What is DevOps (youtube video) 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 >>
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
HDAA provides public training courses in Sydney, Brisbane, Melbourne and Canberra as well as onsite and online training courses.
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.
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 Introduction to KCS Video - Click here
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:
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 >>
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 here
Upcoming Workshops & Webinars:
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Customer Experience: Banish the Words “Call Deflection” ... by HDI Support World Magazine Thu 01 September 2016 While it is difficult to determine cost per contact per channel with any real accuracy, we can say with some confidence that telephone calls to the support center are costly in com... Read More Login or register to post comments
Who Told You That?: 4 Ways to Improve Coordination Between Teams... by HDI Support World Magazine Thu 01 September 2016 Much of my role is to take information from our management team and communicate it to our internal staff, as well as externally to our customers—but I'm not the only one ... Read More Login or register to post comments
What Happened to Bimodal IT? ... by HDI Support World Magazine Thu 01 September 2016 In July 2014, Gartner published Bimodal IT: How to be Digitally Agile Without Making a Mess. In September 2015—barely more than a year later—a Forbes headline exclaimed... Read More Login or register to post comments
There Is More Than One Way to Do Problem Management ... by HDI Support World Magazine Thu 01 September 2016 Let’s assume you already understand the importance and value of a strong problem management process. Perhaps you are either getting ready to build your process and team, alre... Read More Login or register to post comments
Metrics: Why Measure Incidents and Requests Separately?... by HDI Support World Magazine Thu 01 September 2016 Each year we ask in our Support Center Practices & Salary Survey, “Do you measure incidents and service requests separately?” The numbers have changed quite a bit i... Read More Login or register to post comments
Interactive Voice Response Systems and Other Inhuman Monsters... by HDI Support World Magazine Thu 01 September 2016 Today’s customer contact centers are the 21st Century equivalents of the industrial age in the United States. They are service factories, just as labor intensive as a manufac... Read More Login or register to post comments
Focus on Self-Service: Level 0... by HDI Support World Magazine Thu 01 September 2016 As tech support embraces a shift-left strategy, self-service can play an important role, reducing the volume of simple, repetitive contacts and reducing costs. One of the top tr... Read More Login or register to post comments
Aspect Software’s KCS Journey: Follow the Recipe... by HDI Support World Magazine Thu 01 September 2016 Eggs. Sugar. Vanilla. Flour. Chocolate Chips. Salt. Butter. Baking Soda. Brown Sugar. All of those are essential ingredients to make a pretty awesome chocolate chip cookie. But... Read More Login or register to post comments
Avoid the Blame Game in Customer Service... by HDI Support World Magazine Mon 01 August 2016 I often fill out customer surveys. I like to think my feedback matters. So when I run into a survey that asks question after question about the agent or analyst who assisted me, I ... Read More Login or register to post comments
Measuring Success: An Introduction to Metrics... by HDI Support World Magazine Mon 01 August 2016 There are many things we can measure in IT, but which things should we measure? And which should we report? The simple answer is that we should report the measures and me... Read More Login or register to post comments
Change Management in a DevOps World... by HDI Support World Magazine Mon 01 August 2016 I admit it; I’m a fan of auto racing. I love how the teams work together, with practiced precision, to give their driver every opportunity to use her wits and skills to compe... Read More Login or register to post comments
Why You Should Do Less Incident Management... by HDI Support World Magazine Mon 01 August 2016 IT is a huge part of the budget for many companies, and the money spent on IT is intended to create business value and support business growth, but many IT organizations spend a la... Read More Login or register to post comments
Outsourcing IT: Lessons Learned... by HDI Support World Magazine Mon 01 August 2016 Founded in 1870 by George Garvin Brown, Brown-Forman Corporation is one of the largest American-owned spirits and wine companies and among the top 10 largest global spirits com... Read More Login or register to post comments
Calculating the ROI of ITIL: Case Studies, Issues, and Results ... by HDI Support World Magazine Sun 01 July 2012 Calculating ROI for ITIL implementations is notoriously difficult, but some companies have made attempts at capturing quantifiable results. Some of these are gathered here, as well... 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 >>
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: