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Apollo 13 Simulation Game Training Day

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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

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. more >>

ITIL Training supplied by HDAA     

     ITIL Overview Training Day           
     ITIL Foundation Training
     ITIL Practitioner Training
     ITIL - Apollo 13 Simulation Game Training Day

     ITIL Intermediate – Operational Support & Analysis
     ITIL Service Catalogue Training

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.

Calculators:

DevOps Institute Registered Education Partner


What is DevOps?

DevOps is a term for a group of concepts that, while not all new, have catalyzed into a movement and are rapidly spreading throughout the technical community. Like any new and popular term, people have somewhat confused and sometimes contradictory impressions of what it is...

What is DevOps (youtube video)
Other useful DevOps Links
DevOps Training
DevOps Institute
Why DevOps Should Matter to Executives
DevOps does not negate ITIL or ITSM
 

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 is Australasia's leading resource for service and support centre training, emerging trends and best practices. Our training courses, in ITIL, DevOps and HDI Service and Support Centre Certifications, are established by an international panel of industry experts and practitioners. more >>                2017 Training Calendar

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

ITIL Foundation
Apollo 13 Simulation Game Training
ITIL Practitioner

DevOps

Resillia
Support Centre Training
Service Desk Training

 

View full calendar >>

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.

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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
Introduction to KCS video - Click here

Knowledge-Centered Service - KCS Training 

Other Support Centre Training Courses & Certifications.

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:

 

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:

  • RAPID Incident and Problem Management

View full Calendar >>

  • From Fractured to Functional: Building a Team, One Step at a Time...
    by HDI Support World Magazine   Fri 29 September 2017
    Every day, managers focus on achieving organizational goals and meeting bottom line expectations. When gifted with a high-performing team, the manager has the freedom to focus on d... Read More Login or register to post comments

  • Enterprise Service Management: Learn Other Languages...
    by HDI Support World Magazine   Wed 27 September 2017
    In order to garner the trust and acceptance you need for success in Enterprise Service Management (ESM), develop an understanding that other business units have vocabularies of the... Read More Login or register to post comments

  • AI, Automation, and the IT Service Desk...
    by HDI Support World Magazine   Tue 26 September 2017
    While “AI, Automation, and the IT Service Desk” might not sound as interesting, or as crazy, as C. S. Lewis’s The Lion, the Witch, and the Wardrobe, artificial in... Read More Login or register to post comments

  • A Service Desk Evolution: From Under-Performing to High-Performing in ...
    by HDI Support World Magazine   Fri 22 September 2017
    About three years ago, I accepted a position as Sr. Technical Support Manager for a healthcare data analytics company. In this role, I was tasked with improving the service desk, w... Read More Login or register to post comments

  • Enterprise Service Management: Get Your Own House in Order ...
    by HDI Support World Magazine   Wed 20 September 2017
    In this third post in the series outlined in Enterprise Service Management: The Top 5 Things You’re Not Doing, I explore what you need to do to build trust and overcome skept... Read More Login or register to post comments

  • How to Master Multilingual Support in the IT Support Center ...
    by HDI Support World Magazine   Thu 14 September 2017
    It’s no secret that our world is becoming smaller and more connected each day due to the rise of globalization and advancements in digital technologies. Business is seamlessl... Read More Login or register to post comments

  • Metric of the Month: Agent Job Satisfaction...
    by HDI Support World Magazine   Wed 13 September 2017
    Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric and discuss key correlations ... Read More Login or register to post comments

  • Enterprise Service Management: Make Sure It’s Not About You...
    by HDI Support World Magazine   Tue 12 September 2017
    Enterprise service management (ESM) done right can be a large step on the journey of digital transformation—the term used to describe the fundamental shift to new ways of doi... Read More Login or register to post comments

  • Moving Beyond Legacy Support Systems...
    by HDI Support World Magazine   Mon 11 September 2017
    Change is never easy. Even when it’s for the best, it always seems easier and safer to stick with what you’ve been doing. You know the old “if it’s not brok... Read More Login or register to post comments

  • What Works in Professional Development: Virtual, Online, and Instructo...
    by HDI Support World Magazine   Thu 07 September 2017
    With all the training options available today, it can be overwhelming to decide which is right for you or your team. Which route should you take: virtual, online, or instructor led... Read More Login or register to post comments

  • How to Do Change Management Right: The Process...
    by HDI Support World Magazine   Thu 24 August 2017
    ITIL® references four Ps related to its framework: People, Process, Products, and Partners. These Ps represent a relationship between entities that work together to deliver the... Read More Login or register to post comments

  • Evaluating Technical Support Models: Tiered Support vs. Swarming, Part...
    by HDI Support World Magazine   Thu 10 August 2017
    In an effort to address some of the shortcomings of the tiered support model and to take advantage of new collaborative technologies now available, a new support model known as swa... Read More Login or register to post comments

  • Evaluating Technical Support Models: Tiered Support vs. Swarming, Part...
    by HDI Support World Magazine   Thu 20 July 2017
    Today more than ever, businesses of all types are dependent on technology to reach their business outcomes, whether it’s a manufacturing company producing automobiles, a hosp... Read More Login or register to post comments

  • Taking Service Management Outside IT: It's Not as Simple as It Sounds...
    by HDI Support World Magazine   Tue 24 January 2017
    As you well know, it’s not always easy working in IT. IT professionals have to deal with greater demand for IT (hopefully a sign that we are doing something right), new techn... Read More Login or register to post comments

View all Articles 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.

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.

BITPodium is a new netcast focussed on the Business Living with IT.  It continues the tradition of the global ITSM podcasts started by Chris Dancy.

For 2 years, the ITSM Antipodean Podcasts recorded monthly and has over 40,000 listeners, this has the insight into hot topical issues for the Service and Support Industry for Australia and New Zealand. more >>

Latest ITSM Podcasts: 

View all Podcasts here.

What is DevOps?

DevOps is a term for a group of concepts that, while not all new, have catalyzed into a movement and are rapidly spreading throughout the technical community. Like any new and popular term, people have somewhat confused and sometimes contradictory impressions of what it is...

What is DevOps (youtube video)
Other useful DevOps Links
DevOps Training
DevOps Institute
Why DevOps Should Matter to Executives
DevOps does not negate ITIL or ITSM