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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.

Calculators:

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
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.

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.

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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:

 

  • 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

  • The State of Technical Support in a Digitally Transformed World...
    by HDI Support World Magazine   Tue 18 December 2018
    This year, the HDI SupportWorld publishing calendar included the topics of workforce management, metrics, knowledge management, service management, and customer experience. As one ... Read More Login or register to post comments

  • The Sophomore Slump at Work, and How to Deal with It...
    by HDI Support World Magazine   Thu 13 December 2018
    In the United States, a sophomore is someone in their second year in college, with two more years before they (hopefully) graduate. The term sophomore slump refers to the significa... Read More Login or register to post comments

  • FAQ: What Are Best Practices for Service Desk Collaboration and Consol...
    by HDI Support World Magazine   Wed 12 December 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

  • Single Point of Contact: Simone Jo Moore...
    by HDI Support World Magazine   Tue 11 December 2018
    HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 7, I interviewed Simone Jo Moore via Skype to discuss the... Read More Login or register to post comments

  • FAQ: How Do You Manage the SLA Clock?...
    by HDI Support World Magazine   Thu 06 December 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

  • Stop Asking When AI and Automation Are Coming—They Are Here...
    by HDI Support World Magazine   Tue 04 December 2018
    Here on SupportWorld in December of 2016, I wrote about what I called Level 0.5 support: If good Level 0 support keeps the simplest and most repetitive issues easily accessible ... Read More Login or register to post comments

  • Metric of the Month: User Self-Service...
    by HDI Support World Magazine   Wed 28 November 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 correlations... Read More Login or register to post comments

  • Single Point of Contact: Gregg Gregory...
    by HDI Support World Magazine   Tue 27 November 2018
    HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 6, I conducted an interview with Gregg Gregory via Skype to di... Read More Login or register to post comments

  • Modernize Change Management...
    by HDI Support World Magazine   Tue 20 November 2018
    Change management is a critical component of keeping systems and applications stable in the face of continual business change and ensuring people are aware of changes being deploye... Read More Login or register to post comments

  • 4 Questions That Will Help You Improve Your Service Desk Data...
    by HDI Support World Magazine   Mon 19 November 2018
    Make sure your service delivery measures up to the needs of your organization and the expectations of your employees. Stop me if you’ve heard any of these modern data clic... Read More Login or register to post comments

  • People Are the Future of IT Support...
    by HDI Support World Magazine   Wed 14 November 2018
    You can throw around all the buzzwords you want about what the future of support will look like. But when all is said and done, it will always come back to people and how we work t... Read More Login or register to post comments

  • The State of YOU in Technical Support...
    by HDI Support World Magazine   Tue 13 November 2018
    It is another year running past the finish line. We have had our bumps and our bruises. Hopefully, we have also had some success and new understanding as to how to best run all the... 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.