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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.

Calculators:

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

ITIL Logo

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

DevOps

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.

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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:

 

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:

  • RAPID Incident and Problem Management

View full Calendar >>

  • 7 Tips to Get Your Service Desk to the Next Level...
    by HDI Support World Magazine   Fri 05 January 2018
    One of the challenges of managing a service desk is seeing past the volume of work to improve service delivery. While good intentions exist, they won’t be enough to make the ... Read More Login or register to post comments

  • 2017: Another Year Support Didn’t Vanish...
    by HDI Support World Magazine   Thu 28 December 2017
    Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.) Technical support is not going away anytime soon. I’ve lost track of how... Read More Login or register to post comments

  • A Framework Is a Recipe...
    by HDI Support World Magazine   Wed 20 December 2017
    If you are lucky enough to have a very good cook as a friend or partner, you’ve probably watched them work with recipes. If she or he is making a meal, a good cook will adjus... Read More Login or register to post comments

  • Dashboards 101...
    by HDI Support World Magazine   Tue 19 December 2017
    Demonstrate a true picture of IT service and support when you select measures that resonate with the business Today’s service management tools have increased the number of... Read More Login or register to post comments

  • Implement a Major Incident Management Process...
    by HDI Support World Magazine   Thu 14 December 2017
    Learn how the University of Michigan IT department improved response time, incident handling, and communication. When I first started working at the University of Michigan, ITIL... Read More Login or register to post comments

  • Rebuilding a Team in the Face of Organizational Change...
    by HDI Support World Magazine   Wed 06 December 2017
    4 Strategies to Rebuild Trust in the Workplace David’s management style was confusing the heck out of his team. Once an on-the-ball leader who directed his service des... Read More Login or register to post comments

  • Chat for Support: Some Things to Consider...
    by HDI Support World Magazine   Tue 05 December 2017
    Chat, a.k.a. live chat or web chat is still gaining in popularity. We hear of organizations adding it every day, and are asked about chat good practices on a regular basis. Cha... Read More Login or register to post comments

  • Lessons in Leadership: Reflections from Julie Mohr...
    by HDI Support World Magazine   Thu 30 November 2017
    HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented the Top 25 Thought Leaders in Technical Suppor... Read More Login or register to post comments

  • Tips and Strategies for Self-Service...
    by HDI Support World Magazine   Tue 28 November 2017
    HDI Leadership Forums hold speed-circuit discussions to share ideas One of the features of the HDI Leadership Forums is the “Speed Circuit” discussion. Each table at... Read More Login or register to post comments

  • Lessons in Leadership: Reflections from Mauricio Corona...
    by HDI Support World Magazine   Tue 14 November 2017
    HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented the Top 25 Thought Leaders in Technical Suppor... Read More Login or register to post comments

  • An Evolution in Change Management...
    by HDI Support World Magazine   Thu 31 August 2017
    Learn how one support organization used incremental modifications to get stakeholders on board with their change management process In an industry predicated on evolution and c... Read More Login or register to post comments

  • Bringing Microservices to the Service Desk...
    by HDI Support World Magazine   Thu 27 July 2017
    There’s a term floating around the development world that the service desk can adopt. It’s called microservices. In the application context, think about it like a large... Read More Login or register to post comments

  • Disabled Technology Is Useless Technology...
    by HDI Support World Magazine   Thu 06 July 2017
    In a new study from HDI and Atlassian, respondents were asked if their current IT service management (ITSM) tool is available on mobile devices. I was surprised at the answers. ... Read More Login or register to post comments

  • 7 Tips for ITSM Consultants...
    by HDI Support World Magazine   Thu 29 June 2017
    How to be successful and serve your IT service management customers In this article, I hope to share with you some tips and guidelines picked up over many years as an IT service... 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.

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