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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 >>
Single Point of Contact: Aprill Allen... by HDI Support World Magazine Thu 27 September 2018 HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 2, I conducted an interview with knowledge management expert A... Read More Login or register to post comments
What Works in Professional Development:You are a Coach, Act Like One... by HDI Support World Magazine Wed 26 September 2018 If there is someone in your life that looks to you for guidance, you are a coach. It could be employees, coworkers, family, friends, your local pee-wee soccer team, etc. The majori... Read More Login or register to post comments
Using Display Boards in a Support Center... by HDI Support World Magazine Tue 25 September 2018 What types of displays should we have? How should we use them, and what benefits might we gain? Display boards are becoming increasingly popular in support centers these days, espe... Read More Login or register to post comments
Aiming for Exceptional Customer Service Is Costing Your Business... by HDI Support World Magazine Wed 19 September 2018 In a world of increasing commoditization, seeking differentiation by delivering exceptional customer experience to drive loyalty seems like a no-brainer. Going above and beyond wha... Read More Login or register to post comments
Metric of the Month: Introduction to Chat Metrics... by HDI Support World Magazine Tue 18 September 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
The Heart of the Customer Experience: Can We Measure It?... by HDI Support World Magazine Thu 13 September 2018 I have earned and maintained Superhost status with Airbnb for years. What does that have to do with IT Support? Nothing and everything! The customer experience is not depe... Read More Login or register to post comments
Meet Sherlock: The Knowledge Chatbot About Knowledge... by HDI Support World Magazine Wed 12 September 2018 With all the hoopla about chatbots and the introduction of artificial intelligence as a means of providing services to our customers, I wanted to understand what AI is all about an... Read More Login or register to post comments
Single Point of Contact: Stuart Rance... by HDI Support World Magazine Tue 11 September 2018 HDI’s SPOCcast is your single point of contact podcast for service management and support insights. I conducted an interview with service management and security expert Stuar... Read More Login or register to post comments
FAQ: How Do You Handle Service Desk Staffing for Peaks in Demand?... by HDI Support World Magazine Thu 06 September 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
Next Stop Quality... by HDI Support World Magazine Wed 05 September 2018 5 Steps to Increase Service Desk Effectiveness So you’ve overcome the obstacles of poor ASA and high call abandon rates. As a matter of fact, you have a great team that pr... Read More Login or register to post comments
Justify Your Support Center... by HDI Support World Magazine Tue 04 September 2018 4 steps to influence the perception of value If your CIO asked you today to justify having the IT support center, how would you respond? Don’t roll your eyes. It could... Read More Login or register to post comments
Improve Your Ticket Categorization Scheme... by HDI Support World Magazine Fri 31 August 2018 What is ticket categorization, and why is it so important to the success of a support center? Ticket categorization is a component of several support center processes, namely event... Read More Login or register to post comments
Build a Service and Support Quality Program That Works... by HDI Support World Magazine Wed 29 August 2018 Quality programs involve assessing the service delivery and process adherence of support teams. The goal is to improve the customer experience and increase customer satisfaction. Y... Read More Login or register to post comments
Enterprise Service Management Good Practice... by HDI Support World Magazine Thu 23 August 2018 While enterprise service management—the use of IT service management (ITSM) principles, best practice, and technology outside of IT—has been around for well over a deca... 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.