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Apollo 13 Simulation Game Training Day

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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 - Apollo 13 Simulation Game Training Day

     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 >>                2017 Training Calendar

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

ITIL Foundation
Apollo 13 Simulation Game Training
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
Introducing to KCS v6 video - 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:

  • RAPID Incident and Problem Management

View full Calendar >>

  • Tips and Strategies for Self-Service...
    by HDI Support World Magazine   Tue 28 November 2017
    HDI Leadership Forums hold speed-circuit discussions to share ideas One of the features of the HDI Leadership Forums is the “Speed Circuit” discussion. Each table at... Read More Login or register to post comments

  • New Technology Does Not Always Equal Success...
    by HDI Support World Magazine   Wed 22 November 2017
    A lesson in organizational change management A business acquaintance was sharing his enthusiasm after purchasing new technology for their company. I listened intently as he... Read More Login or register to post comments

  • Lessons in Leadership: Reflections from Mauricio Corona...
    by HDI Support World Magazine   Tue 14 November 2017
    HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future. In January 2017, HDI presented the Top 25 Thought Leaders in Technical Suppor... Read More Login or register to post comments

  • The Lost Art of Process Design...
    by HDI Support World Magazine   Wed 08 November 2017
    Imagine if you will...You're upgrading your service management processes and tools to deliver better outcomes to the business. You've selected a software vendor and perhaps... Read More Login or register to post comments

  • What Works in Training: Variety...
    by HDI Support World Magazine   Tue 29 August 2017
    This month’s research-backed training technique is mixing things up and using variety. We are programmed so that our brains turn off when the same thing keeps happening. Thin... Read More Login or register to post comments

  • Communication Is Always the Key...
    by HDI Support World Magazine   Tue 08 August 2017
    In a recent HDIchat on Twitter, we discussed considerations for staffing during heavy vacation periods, such as summertime. Several times, communications came up, in the context of... Read More Login or register to post comments

  • Bringing Microservices to the Service Desk...
    by HDI Support World Magazine   Thu 27 July 2017
    There’s a term floating around the development world that the service desk can adopt. It’s called microservices. In the application context, think about it like a large... Read More Login or register to post comments

  • What Works in Training: Corrective Feedback...
    by HDI Support World Magazine   Wed 26 July 2017
    Since making mistakes is the best way to learn, isn’t it logical that giving corrective feedback is important for learning? Yet, some trainers are reluctant to point out... Read More Login or register to post comments

  • What Works in Training: Retrieval Practice...
    by HDI Support World Magazine   Wed 31 May 2017
    With this month’s research-proven training topic—retrieval practice—we look at changing the focus of training from getting information INTO people’s minds t... Read More Login or register to post comments

  • What Works in Training: Repetition...
    by HDI Support World Magazine   Tue 25 April 2017
    In previous articles, I have discussed the following research-backed techniques for training: Using multiple senses Chunking the content Aligning the learning context ... Read More Login or register to post comments

  • What Works in Training: Guiding Attention...
    by HDI Support World Magazine   Wed 29 March 2017
    One of the things that has been proven by research to work with training is guiding learners’ attention to what is most important. This may seem really obvious on the surface... Read More Login or register to post comments

  • What Works in Training: Context Alignment...
    by HDI Support World Magazine   Wed 22 February 2017
    So far in this series that focuses on what works in training (as opposed to the many learning myths out there that are ever so attractive, but misleading), I’ve looked at usi... Read More Login or register to post comments

  • What Works in Training: Chunking...
    by HDI Support World Magazine   Thu 26 January 2017
    Last month, I talked about using multiple senses as a technique that has been proven to work to help people learn. This month I am talking about another proven technique that is on... Read More Login or register to post comments

  • Knowing What Works in Training...
    by HDI Support World Magazine   Tue 13 December 2016
    Over the last year or two, more and more attention has been paid to what DOESN’T work in training: learning styles, left-right brain thinking, formal learning objectives at t... 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