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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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Drive KCS Adoption with an UFFA Balanced Scorecard... by HDI Support World Magazine Thu 01 June 2017 If you are investing time in reading this article, you have most likely implemented a Knowledge-Centered Support (KCS) initiative and are seeing the benefits within your organizati... Read More Login or register to post comments
Create Dashboards with Your Audience in Mind... by HDI Support World Magazine Thu 01 June 2017 Where do your reports wind up? Are they in front of an interested executive or in the trash? Mostly, IT reports end up in the trash due to an internal focus on best practice metric... Read More Login or register to post comments
The Word Is Optimism... by HDI Support World Magazine Thu 01 June 2017 Reflections from HDI 2017 Conference & Expo HDI 2017 Conference & Expo happened just outside Washington, DC, May 9–12, with workshops starting earlier. You can wat... Read More Login or register to post comments
FAQs: Metrics, Measures, and KPIs... by HDI Support World Magazine Thu 18 May 2017 Metrics, measures, and KPIs—you know you need them. But what are they? Is there a difference? And how do you know what metrics, measures, and KPIs you need to cap... Read More Login or register to post comments
Customer Service at Sea... by HDI Support World Magazine Wed 10 May 2017 With all the trouble in the “friendly skies” lately, many travelers are considering vacation transportation alternatives. One such creative option is to take to the wat... Read More Login or register to post comments
The Advancement Myth: Rethink Leadership Strategies to Empower Growth... by HDI Support World Magazine Tue 09 May 2017 How often have you heard a phrase like, “Helpdesk is a great stepping stone in IT at our organization?” If you’re like a lot of organizations, this is either an a... Read More Login or register to post comments
The Myth of Proactive Problem Management - Part 1 ... by HDI Support World Magazine Mon 01 May 2017 Aesop’s fable of the fox and the grapes is a familiar story. We work hard to get toward a goal, but it always seems out of reach. In the end, we are frustrated and disillusio... Read More Login or register to post comments
Metric of the Month: Key Relationships for Service Desk KPIs ... by HDI Support World Magazine Mon 01 May 2017 Hello everyone! I’m thrilled to be back and once again writing a regular column on metrics for HDI! Each month, I will highlight one Key Performance Indicator (KPI) for s... Read More Login or register to post comments
Difficult Performance Conversations: The 5 Ws for Success ... by HDI Support World Magazine Mon 01 May 2017 Whether you are holding a coaching meeting, a monthly one-on-one, or a more serious “difficult conversation,” you want results and to maintain the relationship with the... Read More Login or register to post comments
3 Tips to Help You Hire an Amazing IT Service Desk Manager... by HDI Support World Magazine Mon 01 May 2017 We often hear about the skills drought in IT. If you attend any industry event, or simply dip your toe into any IT-themed LinkedIn group, you’ll soon enough hear about somebo... Read More Login or register to post comments
The Conundrum of Healthcare IT Support: Can Technology Help?... by HDI Support World Magazine Wed 19 April 2017 Recently, I had a long conversation with an HDI member (I’ll call him “Max”) who is an IT support manager at a regional medical center. He seemed a bit at wit&rsq... Read More Login or register to post comments
Don’t Overlook the Importance of Communication Skills Training... by HDI Support World Magazine Tue 18 April 2017 We have all been there, having to call customer service of a company for which we are a customer. We have an issue that we need to have resolved in order to be a satisfied customer... Read More Login or register to post comments
Next-Generation Service and Support in a Mobile-First, Cloud-First Wor... by HDI Support World Magazine Thu 13 April 2017 If the rate of change on the outside exceeds the rate of change on the inside, the end is near. – Jack Welch In Next-Generation Service and Support in a Mobile-First, Clou... Read More Login or register to post comments
When, How, and Why to Conduct a Metrics Review... by HDI Support World Magazine Wed 18 January 2017 How long have you been measuring the same set of metrics in your support center? If it’s more than a year, you are very probably due for a review. That doesn’t mean you... Read More Login or register to post comments
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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?