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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 Training

ITIL Practitioner Training
DevOps Training
Support Centre Training

Support Centre Consulting
Service Desk Consulting

Service Desk Association

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 Practitioner Training
     ITIL Intermediate – Operational Support & Analysis

     ITIL Service Catalogue Training

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:

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...

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 >>

Latest Releases:

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 >>                2016 Training Calendar

ITIL Logo

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

ITIL Foundation
ITIL Practitioner

DevOps

Resillia
Support Centre Training
Service Desk Training

 

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.

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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
Introduction to KCS Video - Click here

Knowledge-Centered Service - KCS Training 

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 hereWorkshop Registration Demonstration

Upcoming Workshops & Webinars:

  • Enterprise Service Management, Service Management Beyond IT - all you need to know.

View full Calendar >>

  • Strategic Thinking for Support Center Managers ...
    by HDI Support World Magazine   Tue 01 November 2016
    If you are a support center manager, I bet you are overwhelmed with the to-do list! So overwhelmed, in fact, that it’s hard to find time to think. I have to actually schedule... Read More Login or register to post comments

  • Analyst Performance Templates: How to Make Them Actionable...
    by HDI Support World Magazine   Tue 01 November 2016
    Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake. Granted,... Read More Login or register to post comments

  • Teco Energy Case Study...
    by HDI Support World Magazine   Tue 01 November 2016
    TECO Energy was one of the three finalists for the HDI Knowledge-Centered Support Award in 2015. The finalists were honored, and the winner announced, at FUSION 15 in New Orleans. ... Read More Login or register to post comments

  • Fiserv Case Study...
    by HDI Support World Magazine   Tue 01 November 2016
    Fiserv was one of the three finalists for the HDI Knowledge-Centered Support Award in 2014. New this year, the HDI Knowledge-Centered Support Award recognizes an organization that ... Read More Login or register to post comments

  • Paychex Case Study...
    by HDI Support World Magazine   Tue 01 November 2016
    Paychex Case Study Paychex was the winner of the HDI Knowledge-Centered Support Award in 2015. The finalists were honored, and the winner announced at FUSION 15 in New Orleans. ... Read More Login or register to post comments

  • Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive...
    by HDI Support World Magazine   Tue 01 November 2016
    In search of the magic wand. Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management for the support c... Read More Login or register to post comments

  • When Is a KPI a KPI?...
    by HDI Support World Magazine   Tue 01 November 2016
    I’m often asked this question, and it’s a great question. The answer is that a Key Performance Indicator (KPI) is a KPI…when it is. When I discuss KPIs, I use... Read More Login or register to post comments

  • Swarm to Serve: Team vs Tier-Based Service for Support Centers ...
    by HDI Support World Magazine   Tue 01 November 2016
    Ricardo, who is based in Scottsdale, AZ, was just sitting down to his desk a little before 6:00 AM when he received his first call of the day from Karlyn, a company sales rep ... Read More Login or register to post comments

  • Customer Satisfaction: How Valuable Is the Transactional Survey?...
    by HDI Support World Magazine   Tue 01 November 2016
    The ticket is marked resolved, and the service management software sends off a customer satisfaction survey email to the customer or end user. The customer answers a few questions,... Read More Login or register to post comments

  • The Benefits of Standard Operating Procedures for Tech Support ...
    by HDI Support World Magazine   Tue 01 November 2016
    When I was teaching a recent HDI Support Center Manager course, I was hit with the reality once again on the number of managers that overlook the importance of creating or maintain... Read More Login or register to post comments

  • The Employee and Customer Satisfaction Effect ...
    by HDI Support World Magazine   Sat 01 October 2016
    In the HDI 2015 Support Center Practices & Salary Report, we published our findings about employee satisfaction survey frequency and satisfaction levels. About 25 percent of th... Read More Login or register to post comments

  • Escalation Process: Avoid Sending Customer Service Over the Cliff! ...
    by HDI Support World Magazine   Sat 01 October 2016
    Through several decades of working in and around the customer service areas of information service organizations, I’ve yet to encounter a service desk analyst that can resolv... Read More Login or register to post comments

  • Optimize People, Process, and Technology: Using Contractors to Handle ...
    by HDI Support World Magazine   Sat 01 October 2016
    rollout: noun Updating, upgrading or installing software or hardware across an enterprise, department, or group Potential for disaster    There are almo... Read More Login or register to post comments

  • 6 Steps to Build a Knowledge Management Culture...
    by HDI Support World Magazine   Sat 01 October 2016
    Knowledge management (KM) is now one of the key processes in ITIL®, and the payoff of an effective KM process is huge. When fully implemented, a common KM system that is availa... 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 >>

Latest ITSM Podcasts: 

View all Podcasts here.

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...

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