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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.


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

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


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.

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:

  • To Be Advised

View full Calendar >>

  • Understand the Customer Experience Journey...
    by HDI Support World Magazine   Thu 05 April 2018
    Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Center... Read More Login or register to post comments

  • Silent Suffering: Why Your Customers Don’t Contact You...
    by HDI Support World Magazine   Wed 04 April 2018
    Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers ignore issues and continue to suffer, rather than contact support and g... Read More Login or register to post comments

  • Measuring Service Quality as Part of Performance Management...
    by HDI Support World Magazine   Tue 03 April 2018
    The goal of service management is to monitor and optimize the use of people, process, and tools to perform services that deliver the designed value. This goal is based on a working... Read More Login or register to post comments

  • Why KCS?...
    by HDI Support World Magazine   Wed 21 March 2018
    A Western Kentucky University Success Story In August 2013, Western Kentucky University (WKU) adopted a new ticketing software solution across the IT division. We went from a sy... Read More Login or register to post comments

  • Metric of the Month: Tickets per User per Month...
    by HDI Support World Magazine   Tue 20 March 2018
    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

  • Why the ”Why” Matters to Team Success...
    by HDI Support World Magazine   Thu 15 March 2018
    In today’s millennial workplace, team members seek a sense of purpose. Team metrics play a big role in improving how well a work team performs, from improving employee hab... Read More Login or register to post comments

  • Improve Your Service Desk with Right-Sized Metrics...
    by HDI Support World Magazine   Wed 14 March 2018
    Ask any service delivery professional if they want to make lasting improvements and they will all say,  “Yes, of course!”  The challenge is making valuable la... Read More Login or register to post comments

  • Creating and Keeping a Strong KCS Culture...
    by HDI Support World Magazine   Tue 13 March 2018
    Rolling out Knowledge Centered Service (KCS) is easy. KCS is a well thought out process, it doesn’t require difficult skills to participate, anyone in your organization can d... Read More Login or register to post comments

  • IT Maturity Matters Because IT Matters...
    by HDI Support World Magazine   Thu 08 March 2018
    In the information age, business performance relies on IT excellence, which in turn relies on IT maturity. IT maturity comprises a set of capabilities—the IT organization&rsq... Read More Login or register to post comments

  • What Works in Professional Development: To Certify or Not? That Is the...
    by HDI Support World Magazine   Wed 07 March 2018
    Alright, it’s time to answer the big technical support question! To certify or not to certify? The answer is…there is no one-size-fits-all answer. I know, I know&helli... Read More Login or register to post comments

  • Measure the Customer Experience in Desktop Support...
    by HDI Support World Magazine   Tue 06 March 2018
    I have always had the heart of a desktop technician. Anyone who does realizes that all we really want is to be known as heroes. We will come into your space, sit down at your de... Read More Login or register to post comments

  • Do You Need to Elevate Your SLAs?...
    by HDI Support World Magazine   Thu 01 March 2018
    Does your IT organization have documented and signed Service Level Agreements (SLAs) with key managers and stakeholders in your company? If so, are your SLAs providing any value to... Read More Login or register to post comments

  • The Impact of Automation on Metrics...
    by HDI Support World Magazine   Tue 27 February 2018
    The original “help desk” was usually one person whose job it was to take notes about computer issues from users or programmers (mainframe in those days) and pass the in... Read More Login or register to post comments

  • What Works in Professional Development: Make a 2018 Training Game Plan...
    by HDI Support World Magazine   Tue 12 December 2017
    It’s that time of year again…time to reflect upon the achievements of the current year and strategize goals for next year. For those with direct reports, this includes... 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.