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of organisations
 make a knowledge base
available to end users 

Source - HDI Report

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

HDAA is Australasia's leading resource for service and support centre training, emerging trends and best practices. Our training courses, in ITIL, Resilia and HDI Service and Support Centre Certifications, are established by an international panel of industry experts and practitioners. more >>                2020 Training Calendar

HDAA provides public training courses in Sydney, Brisbane and Melbourne as well as onsite and online training courses.

ITIL Foundation
Resillia Training
Support Centre Training
Service Desk Training
Knowledge Management Training

View full calendar >>

HDAA Workshop topics are chosen for their relevance to the industry as well as from our members. Whether revitalising a topic due to industry evolution or bringing you something totally new, HDAA. more >>          To view a demonstration video on how to register, click hereWorkshop Registration Demonstration

Upcoming Workshops & Webinars:

Due to COVID-19 virus pre-cautions, HDAA have decided to suspend all upcoming workshop until further notice. 


KCS (Knowledge Centred Service)

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. further KCS Resources >>

Knowledge Management ROI Calculator - Click here
Introducing to KCS v6 video - Click here

Knowledge-Centered Service - KCS Training 

Other Support Centre Training Courses & Certifications.

HDAA provides a number of benchmarking reports for the Australian and New Zealand Service and Support industry. If you are a Silver Level Member or above you also have access to HDI’s reports. more>>

Latest Reports:

View all Reports here.

Calculating the running costs of the Service Desk and the cost per incident to the organisation can be like Pandora's Box depending on the level of detail required and what it is you are trying to justify or prove. Below are some calculators to assist.


These templates provide you with a starting point for your own policies, processes and procedure documentation for your organisation - why reinvent the wheel? These templates are based on best practice frameworks, principles and methods used in the Service and Support Profession.   more >>

Latest Releases:

View all Templates here.

HDAA's reviews and process improvements enable high quality decision making and bottom line results across all of Service Management, clearly linked to your organisation's vision, mission and values. Let HDAA provide you with independent direction to stay at the leading edge. 

Service Desk Review/Health Check
Our Standard Service Desk Review is a health check providing practical operational, tactical and strategic recommendations that enable you to significantly improve existing operations. 

Knowledge Management Review/Implementation Assistance
Whether you’re preparing to implement knowledge management practices or looking to assess and improve a current program, HDAA is committed to helping you build effective and efficient KM practices.

Other Services include;
Workforce Planning Review
Documenting Policies, Processes & Procedures
Coaching & Mentoring
Support System Evaluation & Selection
IT Service Management Practices Reviews

  • 20 Ways to Empathize with Stressed-Out Customers...
    by HDI Support World Magazine   Wed 01 April 2020
    This article was first published on HDI's partner site, Whether the problems customers call about are large or small, they all need our empathy. They need us to i... Read More Login or register to post comments

  • ITSM from Afar...
    by HDI Support World Magazine   Tue 31 March 2020
    With more people than ever working remotely, companies of all shapes and sizes are finding themselves adapting to and supporting situations they have never encountered before. The ... Read More Login or register to post comments

  • How to Understand Customer Pain...
    by HDI Support World Magazine   Mon 30 March 2020
    This article was first published on HDI's partner site,, as How to Deeply Understand Customer Pain . Understanding the pain of your customer is the beginning of ... Read More Login or register to post comments

  • Hitting Pause: Dealing with Stress in the Workplace...
    by HDI Support World Magazine   Wed 25 March 2020
    Note: This article is about dealing with stress in the workplace. While certainly stressful, abuse and harassment are outside the scope of this article. If you are experiencin... Read More Login or register to post comments

  • Build an Emergency Response Team for Your Business...
    by HDI Support World Magazine   Tue 24 March 2020
    This article was first published on as The Emergency Response Team of Your Business - What You Need to Know . A robust business continuity plan can take months, eve... Read More Login or register to post comments

  • 10 New Rules for IT in 2020...
    by HDI Support World Magazine   Thu 19 March 2020
    It’s a new year. It’s a new decade. It’s a new industry. When people change, as our end users have, we have to evolve as well. This wave of change hit the consume... Read More Login or register to post comments

  • Executive Challenge: Humans and Technology...
    by HDI Support World Magazine   Wed 18 March 2020
    As Roy Atkinson noted in Executive Challenge: Changes in Technology, 60% of the executives we polled said business transformation is a top priority. In an earlier Executive Challen... Read More Login or register to post comments

  • In Case of Emergency: 5 Tips to Enable Remote Work...
    by HDI Support World Magazine   Tue 17 March 2020
    Being productive outside of your regular work environment is challenging, no matter where that is. At a previous employer, we were never routinely allowed to work from home. Howeve... Read More Login or register to post comments

  • 5 Ways You Can Transform Technical Support with a Cell Phone...
    by HDI Support World Magazine   Thu 12 March 2020
    The world is moving on and cell phones are our new computers. As business apps continue to grow, more and more tasks are performed on the go using cell phones. Cell phones change t... Read More Login or register to post comments

  • New Leaders and the Dreaded Firsts...
    by HDI Support World Magazine   Wed 11 March 2020
    If you are going to hang around in the support industry for a while and decide to make a career of it, inevitably something is going to change. Specifically, you will become a lead... Read More Login or register to post comments

  • How to Justify a Shift Toward Enterprise Service Management...
    by HDI Support World Magazine   Tue 10 March 2020
    Service management has been so valuable to our IT organizations that we have seen a desire to start sharing those practices out to the entire enterprise. Enterprise Service Managem... Read More Login or register to post comments

  • 4 Keys to Improve Collaboration and Alignment...
    by HDI Support World Magazine   Wed 04 March 2020
    If you ask many who are in tech support or providing service to customers, there is a significant problem affecting many organizations: a lack of collaboration between teams and de... Read More Login or register to post comments

  • ITSM Is Not for IT...
    by HDI Support World Magazine   Tue 03 March 2020
    On the closing morning of the 2019 Service Management World conference in Orlando, I was privileged to share the main stage with Julie Mohr and John Custy to answer the question, &... Read More Login or register to post comments

  • When Disasters Strike: Preparation, Planning, and Recovery...
    by HDI Support World Magazine   Thu 14 September 2017
    During recent weeks, we’ve watched as Hurricanes Harvey and Irma battered the Gulf Coast of Texas and the state of Florida, and as multiple wildfires rage in the western US a... Read More Login or register to post comments

View all Articles here.

Use our vendor directory and obtain information about possible vendors and their products.

Please note that HDAA remains neutral to its members, the industry and vendors and does not have any affiliation with or endorse any particular product.

Looking for a New Vendor/Supplier?

Held in HDAA's Knowledge Base is a variety of information to assist you with the vendor selection process that every service desk has to go through. Here are a few samples for your review:


We are in a time of unprecedented change, known as the Fourth Industrial Revolution. It is characterized by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. 
In this fast-paced and complex environment, organizations need to: 

  • Be more agile 
  • Be better equipped to adapt what they do
  • Be ready to adopt new ways of working to succeed

ITIL 4 has been designed to help organizations meet the increasing demand from the current complex digital environment.

See our training calendar or contact HDAA now to discuss any training needs 

When HDAA receives a Member Request (MR) for advice from a member, we manage and coordinate its definition, distribution, collation, analysis and response. These become published 'MR Outcomes' which are distributed to all members as a major source of collective information, knowledge and experience. more >>

Submit your Member Request here.

Latest Member Requests:

Search all Member Requests here.

HDAA (formerly Help Desk Association Australasia) is a Gold Partner of HDI (formerly Help Desk Institute) and with HDAA Silver Level membership and above Members can access all the research from HDI, such as: more >>

Not a HDAA Silver Level Member or above? HDAA Membership can be upgraded at any time. The cost will be a pro-rata amount taking into account your current membership end date. Contact HDAA now about upgrading your HDAA Membership.