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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:

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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

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:

Improving the Customer Experience through AI 

Melbourne - 20th Nov 2019
Brisbane -  26th Nov 2019
Sydney -  28th Nov 2019

View full Calendar >> 

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.

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.


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 Day             
     ITIL Foundation Training
     ITIL - Apollo 13 Simulation Game Training Day
     ITIL Intermediate – Operational Support & Analysis

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 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.

The first major update to ITIL since 2011.
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 

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:


  • Build Your 2020 Service Roadmap...
    by HDI Support World Magazine   Fri 03 January 2020
    With 2019 at an end, it’s time to reflect on the progress made in the past year and get ready for what’s coming next. I’ll run through the final items to check of... Read More Login or register to post comments

  • A Profile in Change Management: Housing 21 Information Services Team...
    by HDI Support World Magazine   Thu 19 December 2019
    Housing 21 is a leading, not-for-profit provider of retirement housing and extra care for older people of modest means. Based in Birmingham, they operate in nearly 200 local author... Read More Login or register to post comments

  • A Profile in Knowledge Management: Chick-fil-A HELP...
    by HDI Support World Magazine   Wed 18 December 2019
    Chick-fil-A is the third largest American fast food restaurant chain and the largest specializing in chicken. The company, founded in 1946 and headquartered in College Park, Georgi... Read More Login or register to post comments

  • A Profile in Service Improvement: Mercy Technology Services Help Butto...
    by HDI Support World Magazine   Tue 17 December 2019
    Mercy Technology Services (MTS) provides and manages technology solutions for Mercy, one of the largest Catholic health systems in the nation, and since 2014 extends services to ot... Read More Login or register to post comments

  • 7 Steps to Incident Categorization...
    by HDI Support World Magazine   Wed 11 December 2019
    In part one of this series, I looked at basic categorization schemes and why categorization is so important for decision-making. In this part, I will walk you through, step-by-step... Read More Login or register to post comments

  • The Ability to Be Agile: The Human Experience...
    by HDI Support World Magazine   Tue 10 December 2019
    No doubt this year has been a great teacher of all sorts of things for us. I know I was pushed to limits that I have not experienced before, and it created quite a challenge. But, ... Read More Login or register to post comments

  • Who’s in Your Tribe? Why Surrounding Yourself with Top Performers Make...
    by HDI Support World Magazine   Thu 05 December 2019
    Jim Rohn once said, “You are the average of the five people you spend the most time with.” That theme hit a resounding echo with the latest accomplishment of Eliud Kipc... Read More Login or register to post comments

  • 6 Ways to Help Team Members Hold Colleagues Accountable...
    by HDI Support World Magazine   Wed 04 December 2019
    In this series, I’ve focused each individual article on a step to building a strong and cohesive team. In the event you have not seen the previous articles here are the links... Read More Login or register to post comments

  • The 3 Most Important Ingredients to Change Workplace Culture...
    by HDI Support World Magazine   Tue 03 December 2019
    Have you ever had a job where you loved showing up to work every day? You know the kind of job where the work was worth doing? The type of place where you liked the people you work... Read More Login or register to post comments

  • The Cost of Doing Nothing: Why Keeping the Status Quo Is Hurting IT De...
    by HDI Support World Magazine   Fri 29 November 2019
    Once I was having coffee with a group of neighbors, one of whom happened to be a retired professor of economics. Since my degree was in political science, I engaged him on which ec... Read More Login or register to post comments

  • Practice Self-Awareness in the Workplace...
    by HDI Support World Magazine   Wed 27 November 2019
    For the past several years I have been mentoring and coaching new and emerging leaders. One area of knowledge that I try to impart on mentees is learning the skill of self-awarenes... Read More Login or register to post comments

  • Understanding Business Maturity...
    by HDI Support World Magazine   Tue 26 November 2019
    A business must benchmark its maturity in order to progress. Possessing the information of whether or not your organization is maturing or standing in place is essential. For this ... Read More Login or register to post comments

  • Agile Continual Service Improvement...
    by HDI Support World Magazine   Fri 22 November 2019
    Continual service improvement (CSI) is one of the most critical practices organizations need to perform to ensure their services meet customer needs. There are two main focuses of ... Read More Login or register to post comments

  • No News Is Good News: Common Phrases that Will Destroy Your Service Qu...
    by HDI Support World Magazine   Tue 11 June 2019
    A simple phrase is keeping you from greatness. Many phrases are so commonly used that we actually start believing them! But, when these phrases lead to behavior that will degrad... Read More Login or register to post comments

View all Articles here.

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 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 >>                2019 Training Calendar

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

ITIL Foundation
Apollo 13 Simulation Game Training
Support Centre Training
Service Desk Training

View full calendar >>

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.