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About the Knowledge Base

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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

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 >> 

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.

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.


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

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 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.

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.

See our training calendar or contact HDAA now to discuss any training needs 

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:


  • Finding Value in ITSM for Smaller Service Desks...
    by HDI Support World Magazine   Fri 09 August 2019
    Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a metrics-rich industry. It got me thinking ab... Read More Login or register to post comments

  • Why Using Tools Doesn’t Solve Every Problem...
    by HDI Support World Magazine   Wed 07 August 2019
    My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with tons of supplies for his children for the upcoming school ... Read More Login or register to post comments

  • Making Customer Experience Surveys More Actionable...
    by HDI Support World Magazine   Thu 01 August 2019
    Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The score from your key performance indicator, whether it&rs... Read More Login or register to post comments

  • Metric of the Month: ROI of Support, Part 2...
    by HDI Support World Magazine   Wed 31 July 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 correl... Read More Login or register to post comments

  • The Shifting Landscape of IT : Today’s Executive Challenge...
    by HDI Support World Magazine   Tue 30 July 2019
    Corporately, we’re a little stuck. There is much afoot in the business world. People are racing to adopt technologies that vendors are convincing them are must-ha... Read More Login or register to post comments

  • Visualize, Commit, and Focus: The Power Behind Having a Passion for Yo...
    by HDI Support World Magazine   Thu 25 July 2019
      In previous articles, I focused on the core foundation of effective teams, harmonizing skills, and having conflict around ideas. You see how each of these articl... Read More Login or register to post comments

  • Lessons Learned in a Change Management Implementation...
    by HDI Support World Magazine   Wed 24 July 2019
    In 2017, Georgia Tech adopted and implemented ITSM change management. Our goal, like so many other organizations, was to standardize methods and procedures, promptly handl... Read More Login or register to post comments

  • Knowledge Management and Missed Opportunity...
    by HDI Support World Magazine   Tue 23 July 2019
    Earlier this year, HDI conducted research on knowledge management. One of the big questions we asked was whether organizations that have a knowledge management program fee... Read More Login or register to post comments

  • 6 Keys to Optimize Problem Management...
    by HDI Support World Magazine   Thu 18 July 2019
      Editor’s note: This article was adapted from a discussion on HDIConnect and has been updated and edited for clarity. I am looking at driving a problem... Read More Login or register to post comments

  • Enhance Knowledge Management with Chatbots...
    by HDI Support World Magazine   Wed 17 July 2019
    Have you interacted with a chatbot yet? If you’ve engaged in chat on a website or phone app, chances are the answer is yes, even if you haven’t realized it. Th... Read More Login or register to post comments

  • How to Tidy Up Your Service Offerings to Achieve Success...
    by HDI Support World Magazine   Tue 16 July 2019
    By the time this article reaches you, you’ll probably already be past your yearly routine of Spring cleaning the house. While some may make it more formal than other... Read More Login or register to post comments

  • Gamify ITSM: Level-Up Your Service Management...
    by HDI Support World Magazine   Wed 10 July 2019
      It is rare to hear an IT organization complain that they have too much budget and that their employees are trained too well. What is more common is that our employees are... Read More Login or register to post comments

  • ITIL 4, Part 2: The Guiding Principles...
    by HDI Support World Magazine   Tue 09 July 2019
    In part 1 of my series on ITIL® 4, we discussed the changes in the language of ITIL—a language that we’ve all gotten used to over the last decade or more. ... Read More Login or register to post comments

  • ITIL 4, Part 1: Our Language Is About to Change...
    by HDI Support World Magazine   Wed 27 March 2019
      It’s no secret that ITIL®  4 (no “v”) is out. The Foundation book is publicly available from AXELOS and elsewhere. Opinions about ITIL t... Read More Login or register to post comments

View all Articles 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.

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
Support Centre Training
Service Desk Training

View full calendar >>

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.