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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

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Service Desk Association

Our Vision

To be the primary source of collaboration and knowledge for the Service and Support Profession.

Our Mission

HDAA utilises the collective knowledge, energy, experience and expertise of our team and our members to create a foundation on which we deliver products and services that develop and promote excellence in the Service and Support Profession.

Historical Snapshot

Founded in 1999, HDAA is an independent association specialising in the Service and Support Industry.
HDAA has achieved a strong reputation for providing independent, authoritative information and advice within this industry and supports its member organisations and individual professionals with a range of services to meet their ongoing challenges in this ever-evolving sector.

In January 2000, HDAA became the first international Gold Country Partner to HDI and also sits on the HDI International Certification Standards Committee (ICSC). We are an Accredited Training Organisation (ATO) for a variety of service and support certifications and PeopleCert accredited for all our IT Service Management (ITSM) programs.

Our membership covers 100’s of organisations in Australia and New Zealand and we’ve had the pleasure of training 1000’s of service and support professionals.

Membership Services

HDAA provides a range of services for its members which can be accessed via our website www.hdaa.com.au. This online content enables our members to respond swiftly and effectively to new developments in the industry by minimising the time they spend researching and collating the information they need.

Available services and tools such as Templates, Service Desk Calculators, Webinar Archives, ‘inside support’ monthly eNewsletter, HDI Resources, HDI Webinars, SupportWorld Magazine Articles and more. Members must be logged in to access the Knowledge Base content.

HDAA also conducts bespoke research, including areas of the industry where reliable published information is unavailable.

Industry Intelligence

HDAA provides and publishes a range of reports on the service and support industry, including an annual Practices & Salary Report providing an overview of the industry, as well as data and analysis of the market by demographics, incident management, technology, processes, procedures and strategies, performance metrics and more.

HDAA publishes a number of ‘on demand’ reports, such as Member Requests and one-time Surveys.  This includes research, webinars and other such items highlighted in our monthly ‘Inside Support’ eNews that are pertinent to the Service and Support Industry.

Consulting Services

Based on extensive experience and a detailed knowledge of the service and support industry, HDAA provides a variety of consulting services enabling high quality decision making and bottom line results.

Such services are based on internationally recognised frameworks, best practices and methodologies and include Service Desk Reviews, Knowledge Management Integration - using Knowledge Centred Service (KCS) Methodology, workflow mapping for policy, process and procedure documentation and generalist HR (eg. recruitment and training assistance).

Training Courses, Workshops, Coaching & Mentoring Services

HDAA provides a range of training courses, workshops and events, including tailored, in-house training and workshops.  Our training courses are internationally recognised qualifications aimed at professionals who wish to progress in the service and support industry; and specifically to help companies maximise the capability and effectiveness of their response in the service and support industry.

In May 2008 we received APM Group (APMG) ATO accreditation for our IT Service Management (ITSM) programs and services.

In 2015 we recieved PeopleCert ATO accreditation for our IT Service Management (ITSM) programs and services.

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For more information, please contact HDAA on T: 1300 130 447.