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HDAA Workshop - SVS

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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

Our People

Our team lives and breathes the Service and Support Profession and has a collective range of knowledge and industry experience that spans over 150 years and continues to grow. Collectively, there is nothing we cannot achieve within to the Service and Support Profession. To see our LinkedIn profile just click on our name.  We look forward to interacting with you.


Photo Iain MaitlandIain Maitland
Managing Director

Iain was working as a Director of IT within the Australian Taxation Office for some years when he shared a vision with a couple of other like-minded IT die-hards. That vision is now a long-term reality in the Service and Support industry called HDAA. Iain is an ITSM Master with a wealth of Support Services experience.

Iain is always ready to share his epiphany moment when circumstances proved beyond any doubt the power of the Service Desk. "Like it or not, all of IT will be judged by the performance of this one area."

HDAA Line SeparatorLeaving his technical background behind, Iain has spent the last 15 years at HDAA gaining recognition and awareness for an area that is often undervalued. Iain is always pleased to connect with others in the Service and Support universe and is open minded about connecting with those from other universes as well!


Photo Simone MooreSimone Moore
Client Services

Sharing her experience in strategic and operational business design, development and transformation, Simone thoroughly enjoys the repartee that leads to evolution and revolution to jumpstart people’s thinking, behaviour and actions at any level. Simone favours the practical balance of four core business principles - people connected, knowledge shared, possibilities discovered and potential realised.

As an Australian living in France, Simone continues her long years with HDAA in the Client Service team while exploring a new language, culture and way of working giving her a new perspective on the world and ITSM.

Simone was part of the ITSM Weekly Anitpodean Podcast crew for 2 years and now co-hosting on BITPodium. Presenting on TFT three times, she specialises in customer service, strategic planning, organisational development, change management and human resources. A Distinguished Professional in Service Management (DPSMCM) and ITIL Expert, Simone also holds specific industry qualifications in IT, Contact Centres, Service Desk, Knowledge Centred Support (KCS) and is a member of the HDI International Certification Standards Committee (ICSC).

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Photo Gail RussellGail Russell
Senior Trainer

A Passion for Service! is why Gail succeeds in managing IT service and support teams to meet SLA. Affectionately known as an 'ITIL dinosaur', Gail has been in on the ground floor with ITSM and ITIL practices since it was introduced in Australia as version 1. 

She has 20 years experience with a variety of private and public sector organisations and has striven to see ITSM grow to be a core Service Delivery framework in a variety of organisations.

Gail brings with her decades of experience in Customer Service and Service Management and has participated in the evolution of IT as a business culture - making her an outstanding trainer that delivers real-world knowledge.

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Paul Paterson
Trainer and Consultant

Paul had over 40 years’ experience in Public Education, mainly in the TAFE sector, at the time of his “retirement” in 2014.

Working in varying capacities in IT, spanning 25 years, Paul has been in many and varied roles including:-  Applications Development & Implementation, Business Analyst, Project and Programme Management, and for 7 years was the Senior Manager of the ICT Service Desk for the NSW Department of Education and Training (DET) where he lead a team of over 60 people as front line Service Desk analysts, team leaders and site managers.

Appointed in September 2007 to the role of Regional Manager ICT Services for the Northern Sydney Region (DET), Paul then lead a team of ICT support specialists responsible for over 180 sites with a fleet of more than 30,000 devices. Of particular note Paul was integral with the success of the “Connected Classrooms, Digital Education Revolution, Building Education Revolution and Better TAFE Funds and e-Recycling” projects.  

In his “spare time” Paul has undertaken some extra curricular activities as an “Australian Business Volunteer”.  Working on assignments in Papua New Guinea where Paul assisted local organisations to come to grips with IT.  These assignments were more incredibly rewarding. than his “paid” work.

Paul would like to share some of his experiences, and through HDAA has taken on a role of Trainer and Consultant to re-invest his knowledge into the industry that has meant so much to him.

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Photo Lynne JankovicLynne Jankovic
Office Manager

What is an organisation without someone to manage the purse string? Lynne has been with HDAA for over 10 years and with a head for numbers she ensures your membership, training, workshop, event and consulting investments are accurate and well looked after. 

With over 20 years experience in IT, Banking and Support Services Lynne's 'can do' attitude means HDAA's back-end processes are in prime working order and that the HDAA Team have everything they require to assist you with your needs. 

Lynne has volunteered within her local community for many years and enjoys promoting the sense of community that HDAA encourages within its membership body.

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Janne Monkerud
Client Services


Jannes first role in IT was to develop and present training courses for office automation and database products as well as e-mail tools and networking.  Janne’s experience and capabilities in the area of IT training were highly regarded and quickly recognised through appointment as IT Training Manager for NSW Dept of Fair Trading (Dept Commerce).


Due to Janne’s interest in IT and in people, as well as her customer service focus, involvement in the Help Desk industry was simply a natural progression from training.  In 1995 Janne was appointed Help Desk Manager for a centralised Help Desk supporting 1300 customers across 28 locations. In 1999 she was promoted to Client and Technical Support Manager responsible for management of Help Desk as well as 2nd level support.


During her involvement in the Help Desk industry, Janne has gained extensive knowledge and experience through practical application in her work and membership of a number of professional organisations and user groups.

Janne is a Member of the Australian Institute of Management and holds a Graduate Diploma in Business (Management) from Monash University.

In 2003 Janne joined the HDAA team as a Senior Consultant and Trainer. She is fully qualified to run ITIL Certification together with HDI-USA certification courses.

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