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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 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 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:
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Build a Winning Self-Service Portal... by HDI Support World Magazine Thu 31 August 2017 Building a self-service portal can be easy if you keep the five Ms in mind during the design and deployment stages. Build portals that matter to your business, create a plan to mar... Read More Login or register to post comments
Enterprise Service Management: Assessing Your Need for Cultural Change... by HDI Support World Magazine Wed 30 August 2017 In the introductory post on this topic, Enterprise Service Management: The Top 5 Things You Are Not Doing, I called out Assessing Your Need for Cultural Change as the number one th... Read More Login or register to post comments
Enterprise Service Management: The Top 5 Things You're Not Doing... by HDI Support World Magazine Wed 23 August 2017 Too often, organizations oversimplify and understrategize the move to enterprise service management. Here are five things you should do before tackling ESM. Enterprise service m... Read More Login or register to post comments
FAQs: Metrics, Measures, and KPIs, Part 2... by HDI Support World Magazine Tue 22 August 2017 Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing. Tracking metrics, measures, and KPIs is critical to understanding how y... Read More Login or register to post comments
What Do Uber and Self-Driving Cars Have to Do with the Service Portal?... by HDI Support World Magazine Thu 17 August 2017 Business disruption. Innovative businesses are using new technologies and disrupting business as usual. Just as Uber and self-driving cars are disrupting the taxi industry by putti... Read More Login or register to post comments
Got Issues? These Problem Management Trailblazers Have Answers. ... by HDI Tue 01 August 2017 We recently sat down with Jim Bolton and Buff Scott III—problem management experts, HDI course instructors, and authors of Problem Management: A Practical Guide for an enligh... Read More Login or register to post comments
Improve Service Delivery with Customer Satisfaction Surveys... by HDI Support World Magazine Thu 13 July 2017 Don’t just ask for feedback on your support center; commit to it! Feedback. It is everywhere. We crave it, and possibly despise it. Every morning I look forward to r... Read More Login or register to post comments
What Works in Training: Make It Challenging!... by HDI Support World Magazine Wed 28 June 2017 Many times, trainers shrink from making things too challenging for learners. They want learners to experience success and so may ask easier questions where the right answer is more... Read More Login or register to post comments
A Support Center Transformation to Shift Left... by HDI Support World Magazine Wed 21 June 2017 How we updated tools and processes while moving toward tier zero and self-service BHAG. Big-Hairy-Audacious-Goal. My BHAG was our support center transformation project. The proj... Read More Login or register to post comments
The Mission of Tech Support Has Changed: We Have to Do Better ... by HDI Support World Magazine Thu 15 June 2017 In my first post on the topic of support’s changing mission, I mentioned that the volume of incidents continues to increase. In fact, support ticket volume (which includes bo... Read More Login or register to post comments
Service Management Is Like Mowing Your Lawn... by HDI Support World Magazine Thu 08 June 2017 It’s summer in the United States, and many homeowners are engaged in the annual ritual of mowing their lawns. For some, it’s a necessary but unpleasant chore; for other... Read More Login or register to post comments
Metric of the Month: Customer Satisfaction... by HDI Support World Magazine Wed 07 June 2017 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
Lessons in Leadership: Reflections from John Custy... by HDI Support World Magazine Tue 06 June 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
The Mission of Tech Support Has Changed... by HDI Support World Magazine Wed 26 April 2017 The mission of technical support has always been to get people back to work as rapidly as possible after they have suffered an interruption (incident) or if they need something (se... 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.
What is DevOps?