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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:
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 >> 2019 Training Calendar
HDAA provides public training courses in Sydney, Brisbane and Melbourne 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.
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.
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:
ITIL 4 has been designed to help organizations meet the increasing demand from the current complex digital environment.
Contact HDAA now to discuss you ITIL 4 training needs or phone 1800 206 270.
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:
Metric of the Month: Agent Training Hours... by HDI Support World Magazine Wed 29 May 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 correlat... Read More Login or register to post comments
Marriott’s Missteps with Rebrand to Bonvoy: 3 Service Management Lesso... by HDI Support World Magazine Thu 16 May 2019 When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or skill that I mastered, I was awarded a merit badge. Merit badge... Read More Login or register to post comments
No Metrics? No Problem! (No, really!)... by HDI Support World Magazine Wed 15 May 2019 SLAs. SLOs. TTR. ASA. Uptime. Downtime. The list of IT metrics is long and heavy with meaning. IT managers meet for lunch and ask each other “How’s your abandon rate?&r... Read More Login or register to post comments
Know Where to Search: Why Content Over Context Is Stifling Your Knowle... by HDI Support World Magazine Tue 14 May 2019 In a previous life I once led a proof-of-concept and implementation of new performance monitoring software. Throughout this process, I became the company’s de facto subject m... Read More Login or register to post comments
No Dead Ends: Unlock the Hidden Value of Your Self-Service Content... by HDI Support World Magazine Thu 09 May 2019 In providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as much information as we can out into a self-service format. I... Read More Login or register to post comments
Building Relationships with Your Team... by HDI Support World Magazine Wed 08 May 2019 Most of us have metrics we use to measure how well we are doing in our professional roles. Many of us in the IT field even have Service Level Agreements (SLAs) that we keep with ou... Read More Login or register to post comments
Going Ticketless: What Does It Really Mean for Service Desks?... by HDI Support World Magazine Tue 07 May 2019 There’s a new term that’s popped up and worth investigation: going ticketless. It begs for some investigation, as it sounds like the days before help desks, when custom... Read More Login or register to post comments
Spring Cleaning: Best Practices for the Daily Grind... by HDI Support World Magazine Thu 02 May 2019 Here come the flowers, the softer warmer breezes, and new growth in every area of the northern hemisphere! It is May: Here comes Spring! I don’t know about you, but the Sp... Read More Login or register to post comments
7 Tips for Extending Your IT Service Desk into the Enterprise... by HDI Support World Magazine Wed 01 May 2019 Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the enterprise. and for good reason. When you think about the ... Read More Login or register to post comments
The Evolution of ITIL: A New Operating Model in ITIL 4... by HDI Support World Magazine Tue 30 April 2019 This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011, with a new edition of the five ITIL core books made availa... Read More Login or register to post comments
The Power of Proactive Service and Support... by HDI Support World Magazine Wed 24 April 2019 Recently, a power transformer on my street malfunctioned and the power at my home (which includes my office) went off. I have a UPS (uninterruptable power supply) for my network so... Read More Login or register to post comments
Help Desk Horror Stories... by HDI Support World Magazine Fri 19 April 2019 I’d like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! Sit back! Keep the lights on! Enjoy the read! Horror St... Read More Login or register to post comments
Metric of the Month: Call Abandonment Rate... by HDI Support World Magazine Tue 16 April 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 Perks and Perils of Assumption in Customer Experience... by HDI Support World Magazine Thu 11 April 2019 In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part of that discovery was learning that assumptions (both my o... Read More Login or register to post comments
View all Articles here.
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:
NEXT WORKSHOP - Actioning the Service Value System through Building a Service Profile
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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.