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of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI

About the Knowledge Base

Quick access for subscribers:

Search all the Knowledge Base

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

Our Partners

HDI Logo

The IT Service & Technical Support Community

HDI is the leading professional association and certification body for technical service and support professionals across North America. Facilitating collaboration and networking, HDI hosts industry conferences and events, produces comprehensive publications and research, and connects solution providers with practitioners, all while certifying and training thousands of professionals each year.

HDI serves a community of over 110,000 members, followers, customers, solution providers, and contributors throughout the service industry, supporting sixty local chapters across North America. Guided by an international panel of industry experts and practitioners, HDI is the community’s premier resource for best practices and emerging trends.

History of HDI

Founded in 1989, HDI is a global membership, training, and certification association for technical support professionals. HDI's curriculum and resources address the needs of technical support professionals throughout their careers and the various maturity levels of their support operations. Formerly known as the Help Desk Institute, the company was rebranded in 2005 to HDI as a means to acknowledge the expanding role of the support center and the maturing service management industry. HDI is vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association's global network.

HDI's Mission

HDI advances the technical service and support industry by providing high-quality professional development opportunities for individuals and support centers.

HDI's Vision

HDI will continue to be recognized globally as the leading professional association for technical service and support.

 HDI Gold Partner Logo

HDAA is a Gold Partner of HDI and with Silver Level membership and above HDAA Members can access all the research from HDI, such as:


View our Knowledge Base.


HDAA is an Accredited Training Organisation (ATO) with HDI and delivers HDI training courses, such as:

View our Training Calendar.

View further information on HDI Certification.


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