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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
Service Desk Consulting

Service Desk Association

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 - Apollo 13 Simulation Game Training Day

     ITIL Intermediate – Operational Support & Analysis
     ITIL Service Catalogue Training

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...

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 >>

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 >>                2017 Training Calendar

HDAA provides public training courses in Sydney, Brisbane, Melbourne and Canberra as well as onsite and online training courses.

ITIL Foundation
Apollo 13 Simulation Game Training
ITIL Practitioner


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.

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:


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:

  • Major Incident Management

View full Calendar >>

  • Improve Your Ticket Categorization Scheme...
    by HDI Support World Magazine   Fri 31 August 2018
    What is ticket categorization, and why is it so important to the success of a support center? Ticket categorization is a component of several support center processes, namely event... Read More Login or register to post comments

  • Build a Service and Support Quality Program That Works...
    by HDI Support World Magazine   Wed 29 August 2018
    Quality programs involve assessing the service delivery and process adherence of support teams. The goal is to improve the customer experience and increase customer satisfaction. Y... Read More Login or register to post comments

  • Enterprise Service Management Good Practice...
    by HDI Support World Magazine   Thu 23 August 2018
    While enterprise service management—the use of IT service management (ITSM) principles, best practice, and technology outside of IT—has been around for well over a deca... Read More Login or register to post comments

  • Use Journey Mapping for ITSM Processes...
    by HDI Support World Magazine   Wed 22 August 2018
    Process documentation and adoption is a key aspect of maturing a service management practice, yet it is often performed in a painstakingly difficult and time-consuming manner, yiel... Read More Login or register to post comments

  • 5 Tips for Support Center Directors...
    by HDI Support World Magazine   Thu 16 August 2018
    While delivering a recent Virtual HDI Support Center Director course, a student asked what advice I would give a director who’s struggling with running support. That was a gr... Read More Login or register to post comments

  • The Penn State OAR Value Transformation...
    by HDI Support World Magazine   Tue 14 August 2018
    From questionable to unquestioned value How does any support organization move from having questionable value to one whose value and contribution is unquestioned? The simple ans... Read More Login or register to post comments

  • Metric of the Month: Annual Agent Turnover...
    by HDI Support World Magazine   Thu 09 August 2018
    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

  • DevOps and ITSM: Why Are We Arguing?...
    by HDI Support World Magazine   Wed 08 August 2018
    I am a bit amazed. At least in some corners of the greater IT universe, there is still heated debate about which is better, or more relevant, or more modern: DevOps or ITSM. Author... Read More Login or register to post comments

  • Use Scorecards to Build Your Service Management Roadmap...
    by HDI Support World Magazine   Tue 07 August 2018
    A service management roadmap is primarily useful for coordinating and implementing service improvements. A scorecard-based service management roadmap is one way to measure and then... Read More Login or register to post comments

  • Create a Customer Experience Powerhouse: The Role of Customer Service...
    by HDI Support World Magazine   Wed 01 August 2018
    What a time to be alive as a service professional! Whereas many service departments have been viewed as reactive cost centers in the past, the customer experience revolution has ch... Read More Login or register to post comments

  • FAQ: How Do You Get Your Customers to Use Self-Service?...
    by HDI Support World Magazine   Tue 31 July 2018
    HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other... Read More Login or register to post comments

  • The Impact of New vs. Known Issues in KCS...
    by HDI Support World Magazine   Thu 26 July 2018
    As you walk through the service desk, you overhear a support analyst say, “That was a new issue.” If you are like most problem solvers, you must learn more. You want to... Read More Login or register to post comments

  • The User Experience of a Pig...
    by HDI Support World Magazine   Tue 24 July 2018
    How to design service portals and service catalogs so customers will use them. We all struggle with designing service portals and service catalogs. Designing interfaces that are... Read More Login or register to post comments

  • You Cannot Fix Everything...
    by HDI Support World Magazine   Wed 18 July 2018
    The technical environment is getting more complex and diversified, and the demands put on the support center increase daily. After years of metric mania and budget constraints, ... 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.

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.

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.