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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

Consulting Services

  • Standard Consulting Services:
    • Service Desk Review/Health check ; &
    • Human Resources Assistance.
  • Custom Consulting Services:
    • Knowledge Management Integration - based on Knowledge Centred Support (KCS) Methodology;
    • Business Process Mapping;
    • Policy, Process & Procedure Documentation;
    • Coaching & Mentoring;
    • Individual Professional Development; &
    • Team Building.

Standard Consulting Services

Service Desk Review/Health check

 

The Service Desk is the window to IT and the central communication point with your customers yet this mission critical function of Support Services is not always understood, valued or funded appropriately. Despite this, the Service Desk is expected to unfailingly meet business objectives and look to the future all while making it happen in the present.

HDAA helps you improve by providing the opportunity to assess your practices and processes and compare them to current industry trends. Our Standard Service Desk Review is a health check providing practical operational, tactical and strategic recommendations that enable you to significantly improve existing operations.

We promote a holistic approach to improvement initiatives and communication at all levels in order to avoid the “silo effect”.  Our consultants work closely with your management and staff using best practice ITSM and Knowledge Management frameworks and methods to complete the review in the most expedient time-frame.

Here are just a few questions our review will help you answer and which also contribute to building your Service Improvement Plan:

  • Does your Service Desk strategy support the business?
  • Are your services realistic?
  • Do you have effective processes?
  • Do you have the physical resources?
  • Are your people capable?
  • Are you using effective methods?
  • Do you utilise your support tools effectively?

Your investment in the review depends on the size and complexity of your organisation, service desk and depth of analysis required.

Turn the resulting Review Report into practical wisdom and be a valued contributor to your business!

Human Resource Assistance

People are HDAA's strongest focus. Systems may make it possible, but it is your people that make it happen. Below is a taste of how we can assist you in exploring and amending the potential and realistic capabilities of your highest impact resource.

  • Candidate Vetting;
  • Cultural Behaviour & Change;
  • Interview Panels;
  • Job Description Creation & Vetting;
  • Service & Support Industry Benchmarking;
  • Skills Assessment;
  • Staff Redundancy Coaching & Mentoring; &
  • Training & Development Design.

Custom Consulting Services

The following areas are open for discussion in accordance with your organisations needs:

  • Knowledge Management Integration - based on Knowledge Centred Support (KCS) Methodology;
  • Business Process Mapping;
  • Policy, Process & Procedure Documentation;
  • Coaching & Mentoring;
  • Individual Professional Development; &
  • Team Building & more.

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