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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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Our Associates

HDAA works with a number of organisations to assist the Australian and New Zealand IT Service Management Industry. 

Please click on the below links for further information on our associates. 

APM Group

About APMG-Australasia

APMG-Australasia is based in Canberra, Australia, and provides high-quality accreditation and qualification services to organisations.

Although they are based in Australia, they also provide their services to organisations based in these countries:

  • Malaysia;
  • New Zealand;
  • Singapore; &
  • Thailand.
APMG-Australasia is the Australasian arm of APMG-International, a global Examination Institute accredited by The APM Group, the Official Accreditor of the UK Government's Cabinet Office. Their other global offices are located in the UK, US, the Netherlands, Germany, Denmark, Malaysia, India, China and France.

What are they like to work with?

With their Head Office in the UK, APMG-Australasia benefits from a management team that is highly motivated and committed. Their office in Canberra, Australian Capital Territory, currently has a staff of seven people in the office and five highly experienced assessors. Their strategy of maintaining a small core team allows individuals to specialise and excel within their roles, whilst ensuring that they have the continual support from contracted workers to provide technical and market knowledge to meet the needs of their customers.

All staff within APMG-Australasia and APMG-International carry full responsibility for their role and have the authority to take appropriate actions to quickly resolve issues. They believe that their reputation in the marketplace is a testament to the way in which everyone within the team deals with their customer base.

Everyone involved in the delivery of their services is focused on delivering quality, improving the way they  work and providing satisfaction to everyone in the delivery chain.

Their Core Values:

They work in accordance with the following five core values, designed and decided on by their employees:

  • Working with integrity & a commitment to excellence & quality;
  • Honest and open communication & behaviour;
  • No blame culture where there is trust & respect;
  • Accepting mistakes, learning from them & moving forward; &
  • Forward-looking & innovative attitudes. 

Useful Links:

Contact Details:

A: Ground Floor, 101 Northbourne Avenue, Canberra ACT 2601 Australia
E: admin@apmg-australasia.com
T: +61 (0) 2 6249 6008
F: +61 (0) 2 6249 7002 

Consortium for Service Innovation (KCS – Knowledge Centered Support)

Consortium for Service Innovation

About Consortium for Service Innovation

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 and emerging business trends with members’ operational perspectives. The result is innovative operational models that improve the support experience.
Rather than make incremental improvements to current processes, the Consortium develops innovative ways to deliver outstanding customer support.

Mission:

Advance the state of the art in customer interaction by developing innovative strategies, models and standards

Vision:

Business has moved from a model where value came from physical products to a world where value comes from knowledge, influence and relationships. Navigating this shift in the source of value requires new models, processes and practices.

Useful Links:

Contact Details:

Consortium for Service Innovation
A: Suite 533, 751 Laurel Street, San Carlos, CA 94070-3113 USA
T: +1.650.596.0772
F: +1.650.610.0873
E: info@serviceinnovation.org

ITIL

ITIL Logo

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.

ITIL: Overview & Benefits:

ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.

The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.

Adopting ITIL can offer users a huge range of benefits that include:

  • improved IT services;
  • reduced costs;
  • improved customer satisfaction through a more professional approach to service delivery;
  • improved productivity;
  • improved use of skills & experience; &
  • improved delivery of third party service.

For further information on the ITIL Service Management approach and its benefits, see ITIL: The Basics White Paper.

For further information on the Benefits of ITIL, see Executive Briefing: ITIL Benefits.

ITIL Qualifications Logo 

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Qualifications
Find out about the scheme structure and available modules 
 Publications
Discover the range of books supporting the qualifications.

HDAA is an Accredited Training Organisation (ATO) and delivers ITIL training courses via public, on-site and online methods, such as:

View our Training availability.

itSMFA

itSMFA Logo

Where does itSMF Australia fit in?

itSMFA is the Australian chapter of an international forum headquartered in the UK. There are more than 2600 members in Australia, including IT professionals in every industry imaginable. It is a forum in the true sense of the word, in that the knowledge comes collectively from the membership and is shared freely amongst members.

itSMF is the only internationally recognised and independent organisation dedicated to IT Service Management. It is a not-for-profit organisation, wholly owned and principally operated on a volunteer basis by its members, many of whom see this service as 'giving back' to the industry. Members are also exposed to opportunities that may not be available to them in their regular workplaces – such as managing Special Interest Groups, chairing meetings, leading working groups, writing or reviewing white papers and/or presenting at seminars. In short, you can be as involved as you choose to be.

A major contributor to industry 'best practice' and Standards worldwide, itSMF works in partnership with a wide range of governmental and standards bodies around the world. It focuses on providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

Originally formed in 1991, there are now 53 national itSMF chapters in an ever-increasing number of countries. On average, at least five new chapters are formed annually contributing to a worldwide membership in excess of 15,000.

Their Vision:

To be recognised by industry, professional bodies and user organisations as the premier representative body for IT Service Management (ITSM) in Australia.

Their Mission:

To provide a forum for their membership to exchange views and share experiences regarding IT Service Management (ITSM).
To promote awareness, adoption and use of standards and best practices in IT Service Management.
To lead the continuous improvement of ITSM best practice and standards.
To contribute to the ongoing improvement of professionalism in the IT industry.
To provide a range of services and events that provide significant vendor independent support and value to members.

Useful Links:

Contact Details:

itSMF Australia Inc
A: Suite 4, 45-51 Ringwood Street, RINGWOOD VIC 3134 Australia
T: 03 9879 5466
F: 03 9879 2833
E: info@itsmf.org.au

itSMFNZ

itSMFNZ Logo

Where does itSMF New Zealand fit in?

itSMFnz is the New Zealand chapter of an international forum headquartered in the UK. There are more than 420 members in New Zealand, including IT professionals in every industry imaginable. It is a forum in the true sense of the word, in that the knowledge comes collectively from the membership and is shared freely amongst members.

itSMF is the only internationally recognised and independent organisation dedicated to IT Service Management. It is a not-for-profit organisation, wholly owned and principally operated on a volunteer basis by its members, many of whom see this service as 'giving back' to the industry. Members are also exposed to opportunities that may not be available to them in their regular workplaces – such as chairing meetings, leading working groups, writing or reviewing white papers and/or presenting at seminars. In short, you can be as involved as you choose to be.

A major contributor to industry 'best practice' and Standards worldwide, itSMF works in partnership with a wide range of governmental and standards bodies around the world. It focuses on providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

Originally formed in 2003, there are now 53 national itSMF chapters in an ever-increasing number of countries. On average, at least five new chapters are formed annually contributing to a worldwide membership in excess of 15,000.

Their Vision:

Local global community of service management professionals connecting, sharing knowledge and inspiration.

Contact Details:

itSMF New Zealand
A: PO Box 25300, Panama Street, Wellington 6146 New Zealand
E: admin@itsmf.org.nz  

International Organisation for Standardization (ISO)

ISO Logo

About ISO

ISO (International Organization for Standardization) is the world’s largest developer of voluntary International Standards. International Standards give state of the art specifications for products, services and good practice, helping to make industry more efficient and effective. Developed through global consensus, they help to break down barriers to international trade.

What They Do:

ISO develops International Standards. They were founded in 1947, and since then have published more than 19 000 International Standards covering almost all aspects of technology and business. From food safety to computers, and agriculture to healthcare, ISO International Standards impact all our lives.

Who They Are:

They are a network of national standards bodies. These national standards bodies make up the ISO membership and they represent ISO in their country. More details on their members can be found in the full list of ISO members.

Their Story:

The ISO story began in 1946 when delegates from 25 countries met at the Institute of Civil Engineers in London and decided to create a new international organization ‘to facilitate the international coordination and unification of industrial standards’.

In February 1947 the new organisation, ISO, officially began operations. Since then, they have published over 19 000  International Standards covering almost all aspects of technology and manufacturing.

Today they have members from 164 countries and 3 335 technical bodies to take care of standard development. More than 150 people work full time for ISO’s Central Secretariat in Geneva, Switzerland.

Useful Links:

Contact Details:

International Organization for Standardization
ISO Central Secretariat
A: 1, ch. de la Voie-Creuse, CP 56, CH-1211 Geneva 20 Switzerland
E: central@iso.org
T: +41 22 749 01 11
F: +41 22 733 34 30 

priSM Institute

priSM Logo

About priSM

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

The program defines a measurable framework based on an individual’s existing experience, qualifications and industry contributions.

priSM provides a structured path for continuing professional growth while maintaining a registry for professionals to track and reference their continued good standing.

To find out more about priSM click here.

Contact Details:

The priSM Institute®
A: 1200 E. Route 66, Suite 202, Glendora, CA 91740, USA
T: +1 626/963-1900
E: admin-global@theprisminstitute.org

 

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