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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 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 >>
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:
View all Service Desk Calculators here.
HDAA’s online Membership Knowledge Base provides subscribers access to information on contemporary Service and Support issues across the IT industry. more >>
Latest Releases:
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 >>
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.
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.
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
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 here
Upcoming Workshops & Webinars:
View full Calendar >>
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
What Is Your Service Desk Data Telling You?... by HDI Support World Magazine Thu 19 July 2018 And what do you plan to do about it? “The important thing is not to stop questioning.”—Albert Einstein Service and support organizations face many complexit... 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
Culture Is Core... by HDI Support World Magazine Tue 17 July 2018 5 Ways to Gauge Your Service Management Team’s Culture We hear a lot of talk about company culture, and within a service management organization, each team has its own cul... Read More Login or register to post comments
Clouding Your Judgement... by HDI Support World Magazine Thu 12 July 2018 Use Lessons Learned from the Cloud to Optimize Your Service Management Unless you’ve been stuck under a technological rock for the last decade, you’ve all heard abou... Read More Login or register to post comments
Metric of the Month: Cause-and-Effect for Desktop Support KPIs... by HDI Support World Magazine Wed 11 July 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
Everyone Has a Role to Play... by HDI Support World Magazine Tue 10 July 2018 Service management is a set of processes and procedures that allow us to serve the customer and make their experience valuable while being efficient, reducing “do-overs,&rdqu... Read More Login or register to post comments
Knowledge Management Is Not Optional... by HDI Support World Magazine Thu 15 December 2016 First American’s journey to embrace knowledge management in day-to-day service desk operations When I first arrived at First American (FA), we began our Knowledge Manageme... 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 >>
View all Podcasts here.