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About the Knowledge Base

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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

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:


View full Calendar >> 

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.

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.


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

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 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 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.

See our training calendar or contact HDAA now to discuss any training needs 

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:


  • Strategy—The Key Leadership Tool for EVERY Manager...
    by HDI Support World Magazine   Fri 06 September 2019
    Strategy can be a practical tool that unlocks better team performance and personal career growth. Managers at every level use strategy to impact their organizations positively and ... Read More Login or register to post comments

  • Be the Dream Manager: Build Stretch and Personal Goals with Your Peopl...
    by HDI Support World Magazine   Thu 05 September 2019
    As a Business Associate with HDI, I am sent all over the globe to remote or busy places to deliver certification training or to consult with service desks. One of my most memorable... Read More Login or register to post comments

  • Top 3 Myths—and What You Need to Know—About VeriSM...
    by HDI Support World Magazine   Wed 04 September 2019
    The VeriSM™ service management approach was introduced in the fall of 2017. Many organizations in the European and Asia Pacific regions have embraced the approach in successf... Read More Login or register to post comments

  • Metric of the Month: Customer Experience...
    by HDI Support World Magazine   Thu 29 August 2019
    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

  • The Recipe for Implementing a Great Change Management Process...
    by HDI Support World Magazine   Wed 28 August 2019
    Change is the inevitable and always to be expected, but for some reason it’s the very thing that scares people the most. Two of my favorite mantras are “Change is in th... Read More Login or register to post comments

  • Adopting and Adapting ITSM Best Practices at IKO Industries...
    by HDI Support World Magazine   Thu 22 August 2019
    Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Global ITSM Process Manager at IKO and am responsible for the ITS... Read More Login or register to post comments

  • Focus on Value: A Fundamental Formula...
    by HDI Support World Magazine   Wed 21 August 2019
    One of the more interesting and practical aspects of ITIL 4 is referred to as “the guiding principles,” described as “recommendations which can guide an organizat... Read More Login or register to post comments

  • Knowledge and Your Team...
    by HDI Support World Magazine   Tue 20 August 2019
    There is a lot of talk out there about knowledge management because it is important. But what exactly is knowledge management? According to Enterprise Knowledge, “Knowledge M... Read More Login or register to post comments

  • Death to the Term Soft Skills: Writing Is a Hard Skill All Support Pro...
    by HDI Support World Magazine   Thu 15 August 2019
    I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills ... Read More Login or register to post comments

  • Optimize the Fulfillment Process for Just-in-Time Delivery...
    by HDI Support World Magazine   Tue 13 August 2019
    As a business grows, the need for technology increases. However, technology comes with a cost—often quite a high price tag. So, it is important that we effectively manage our... Read More Login or register to post comments

  • Finding Value in ITSM for Smaller Service Desks...
    by HDI Support World Magazine   Fri 09 August 2019
    Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a metrics-rich industry. It got me thinking ab... Read More Login or register to post comments

  • Why Using Tools Doesn’t Solve Every Problem...
    by HDI Support World Magazine   Wed 07 August 2019
    My favorite commercial of all time is from Staples. A father is dancing happily down the aisles as he loads the cart with tons of supplies for his children for the upcoming school ... Read More Login or register to post comments

  • Finding Feedback to Prevent Burnout...
    by HDI Support World Magazine   Thu 23 May 2019
    Feedback is implicated in the crime of creating burnout. Bad feedback and no feedback prevail over the smaller—but more powerful—sibling, good feedback. The challenge o... Read More Login or register to post comments

  • Modernizing Incident Response...
    by HDI Support World Magazine   Tue 21 May 2019
    Somewhere along the way, birds got a bad reputation. Not as cute as kittens or playful as puppies, birds are...boring. Before the ornithologists out there get too upset, I want to ... Read More Login or register to post comments

View all Articles here.

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.

HDAA is Australasia's leading resource for service and support centre training, emerging trends and best practices. Our training courses, in ITIL, Resilia 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
Support Centre Training
Service Desk Training

View full calendar >>

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.