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of organisations use remote control technologies to provide support.

Source: HDI

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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
     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.


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 >>                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 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.

Launching 28th February 2019

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 1300 130 447.

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:


  • Build a Cybersecurity Program...
    by HDI Support World Magazine   Wed 06 February 2019
    Communicate the Risks to End Users Let’s face it, everywhere we turn, we are being inundated with attempts from cyber criminals to hack our identities and even more so, ou... Read More Login or register to post comments

  • Metrics and Storytelling...
    by HDI Support World Magazine   Tue 05 February 2019
    Part of running a service desk is having to ask for more: more resources, more tools, and more time. One of the top challenges our community has is the dreaded doing more with ... Read More Login or register to post comments

  • Start Your Engines: How to Use Visual Indicators to Ramp Up New Hires...
    by HDI Support World Magazine   Fri 01 February 2019
    There are many hidden costs in onboarding new talent. From HR salaries, to the nuts and bolts of your HRIS system (annual application spend; infrastructure costs), to the more amor... Read More Login or register to post comments

  • Real Life: The Turn-Based Game...
    by HDI Support World Magazine   Thu 31 January 2019
    Strategic Interaction in Relationships I am not a gamer! There’s no pride or shame in that statement. I simply have a different lifestyle. But, every time I take my ne... Read More Login or register to post comments

  • Single Point of Contact: Peter McGarahan...
    by HDI Support World Magazine   Wed 30 January 2019
    HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 9, I interviewed Peter McGarahan via Skype to discuss the orig... Read More Login or register to post comments

  • Metric of the Month: Channel Mix...
    by HDI Support World Magazine   Thu 24 January 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 correlations... Read More Login or register to post comments

  • Single Point of Success...
    by HDI Support World Magazine   Thu 17 January 2019
    Eliminate single points of failure within your tech support organization Within the information technology realm, our servers, networks, and much else are redundant. We have bac... Read More Login or register to post comments

  • Performance Management for All Types of Employees...
    by HDI Support World Magazine   Wed 16 January 2019
    What I have come to learn in my career as a leader is there are several categories of employees when it comes to performance management. Of course, each category can have one to ma... Read More Login or register to post comments

  • 2019 Insight: Contacts per User per Year - and More...
    by HDI Support World Magazine   Tue 15 January 2019
    Recently, an HDI member used HDI's 'Ask Your Network' community on HDIConnect to ask a few simple questions regarding contact volume. The questions were, roughly: ... Read More Login or register to post comments

  • Create a Culture of Caring...
    by HDI Support World Magazine   Mon 14 January 2019
    As a leader, dealing with an associate who marches around the office shouting “I don’t care” would be a simple problem to fix right? It might not be painless, but... Read More Login or register to post comments

  • Service Desk 2020...
    by HDI Support World Magazine   Wed 09 January 2019
    Are You Ready? There’s so much possible now with advancements in service desk tools, it raises questions: Why are so many service desks operating the same way they did 20 ... Read More Login or register to post comments

  • Why IT Service Management (Still) Matters...
    by HDI Support World Magazine   Fri 04 January 2019
    Believe it or not, your company has always been doing IT Service Management (ITSM), from the moment it first used a computer. Whether formally defined or not, ITSM exists in some f... Read More Login or register to post comments

  • Omnichannel Service Channels Are Here...
    by HDI Support World Magazine   Wed 26 December 2018
    The time for an omnichannel customer service approach is here. Even if your organization doesn’t develop a formal program, there’s a solid chance that your organization... Read More Login or register to post comments

  • What Works in Professional Development: The ROI of Training, Part 3...
    by HDI Support World Magazine   Wed 19 December 2018
    In my last installment on the ROI of training, I am going to focus on measuring training effectiveness. The reason training is devalued, cut, or not implemented at all is becau... 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:

  • ITIL 4 - Are You Ready

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.