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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 Foundation

DevOps Training
Support Centre Training

Support Centre Consulting
Service Desk Consulting

Service Desk Association
Help Desk Consulting

Help Desk Training

Help Desk Association Australia

DevOps Institute Registered Education Partner

What is DevOps?

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...

Find out more
DevOps Training
DevOps Institute

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.


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. There are templates for Job Description, Checklists, Workflows, Project Management and ITIL policies, processes and procedure documentation.  more >>

Latest Templates:

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 and HDI Service and Support Centre Certifications, are established by an international panel of industry experts and practitioners. more >>

2015 Training Calendar


HDAA provides public training courses in Sydney, Brisbane, Melbourne and Canberra as well as onsite and online training courses.

Some of Help Desk Association Australia's training, support and consultation include:

View full calendar >>

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 >>

Upcoming Workshops & Webinars:

  • CSI - Continual Service Improvement

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.

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.

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 Training Day
     ITIL Foundation Training
     ITIL Intermediate – Operational Support & Analysis
     ITIL Service Catalogue Training

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:


  • The Social Engineering Threat: Ducking the Cybercriminal's Sucker Pun...
    by HDI   Wed 01 July 2015
    “What’s your country music star name?” the whimsical social network meme asks. Simple enough—it’s just your dog’s name plus your mother’s ... Read More Login or register to post comments

  • Dramatic Business Transformation Ahead: The Internet of Things Takes S...
    by HDI   Wed 01 July 2015
    Webpages, ecommerce, search, social media, Twitter: The list of items that have changed how business is conducted as the Internet has evolved through the years is long and their ... Read More Login or register to post comments

  • Scanning the Horizon: The Future of Technology and Support Organizatio...
    by HDI   Wed 01 July 2015
    Predicting the future of technology isn’t easy. New innovations pop up every day. Mobile, social, cloud, Big Data, and the Internet of Things have all been major disrupters i... Read More Login or register to post comments

  • If It Is Broke, Don't Fix It...
    by HDI   Wed 01 July 2015
    At the close of 2014, the HDI Strategic Advisory Board observed that the move toward replacement versus repair was part of “an overall change of focus from hardware to data,&... Read More Login or register to post comments

  • Be the IT Hero: Shining Light on Shadow IT...
    by HDI Support World Magazine   Fri 01 May 2015
    From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and whi... Read More Login or register to post comments

  • For the Service Desk, Perception Is Reality...
    by HDI Support World Magazine   Fri 01 May 2015
    Do people in your company complain about the IT department? It’s not uncommon, but there is a silver lining: Those comments may be misdirected. I recently spoke with some... Read More Login or register to post comments

  • 5 Metrics for Assessing Knowledge-Sharing Outcomes...
    by HDI Support World Magazine   Fri 01 May 2015
    There are many measures that can help your organization understand both the adoption and benefits of knowledge-sharing practices. The five measures presented below represent the on... Read More Login or register to post comments

  • The Myth of Self-Service...
    by HDI Support World Magazine   Fri 01 May 2015
    Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. From the CIO who views self-service... Read More Login or register to post comments

  • IT in the Shadows: Why Shadow IT Is a Concern (and How to Address It) ...
    by HDI Support World Magazine   Fri 01 May 2015
    CIO Magazine’s 2014 State of the CIO survey revealed that 75 precent of survey respondents felt projects done without IT involvement created problems. Yet, with the easy avai... Read More Login or register to post comments

  • Becoming a Trusted Advisor in the New World of IT ...
    by HDI Support World Magazine   Fri 01 May 2015
    Malcolm Fry and Phil Verghis were already well-known trusted advisors for business and IT executives when I first interviewed them a decade ago. Who better to talk with about the t... Read More Login or register to post comments

  • The "O" Word: Outsourcing May Be More Valuable Than You Think ...
    by HDI Support World Magazine   Fri 01 May 2015
    If you gave a word association test to anyone in IT, it might go something like this: insourced help desk = good, secure, right; outsourced help desk = bad, job loss, wrong. Let&rs... Read More Login or register to post comments

  • Security and Support Implications of the Internet of Things ...
    by HDI Support World Magazine   Fri 01 May 2015
    As most technologists are already aware, the Internet of Things (IoT) is here, and it’s here in force. Not only are we seeing smart sensors and devices used for wide-scale ap... Read More Login or register to post comments

  • The Rapid Evolution of IT Culture...
    by HDI Support World Magazine   Fri 01 May 2015
    Take a moment and think back to what IT was like just a few short years ago. People needed us. We were the group that guarded the gates of new technologies, keeping them safely loc... Read More Login or register to post comments

  • The Future of IT Support...
    by HDI Support World Magazine   Fri 01 May 2015
    In March, I had the privilege of speaking on the future of IT support at HDI 2015. In shepherding attendees along the path of IT maturity, from queue management through to business... 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 Silver Level membership and above Members can access all the research from HDI, such as: more >>

Latest News: Changes Ensure Certifications Reflect Current Practices. What does this mean? Effective 1 January 2013, all new HDI Support Center more >>

Not a HDAA Member or not Silver Level or above? Here are some articles from the latest Support World Magazine as an example of content available to you if you were to join or upgrade. more >>

Latest Releases:

KCS (Knowledge Centred Support)

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. The Consortium’s work integrates academic research.. more >>

Introduction to KCS Video - Click here

Knowledge Centered Support - KCS Training 

Other Support Centre Training Courses & Certifications.

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 >>

Latest ITSM Podcasts: 

View all Podcasts here.

priSM is a comprehensive program for professional recognition and development in the IT Service Management (ITSM) industry. more >>

Through some HDAA Workshops you can earn priSM CD points to further your career credentials. more >>

The below Workshops have been approved to earn priSM CD points: