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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

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:

  • How Artificial Intelligence is helping Support Organisations to Shift Left

View full Calendar >>

  • Five Steps to Build a Winning Team Culture...
    by HDI Support World Magazine   Thu 10 May 2018
    Team Culture Is Catching—Is It the Kind You Want? The honeymoon was over. Josh was finishing his eighth week in a brand-new job as a tech support analyst, and his boss... Read More Login or register to post comments

  • Metric of the Month: Incident Mean Time to Resolve...
    by HDI Support World Magazine   Tue 08 May 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

  • The Problem with People and Knowledge Collecting...
    by HDI Support World Magazine   Thu 03 May 2018
    If I give you my knowledge, that makes me less powerful, period. I will not share what I know with you. If I do, well, my value to the organization and the team will diminish. And ... Read More Login or register to post comments

  • Use a Strategic Framework for Your Career...
    by HDI Support World Magazine   Wed 02 May 2018
    Have you ever considered your career to be a “project?” If you think about it, your career is one of the most important initiatives that you’ll ever take on. If y... Read More Login or register to post comments

  • Your Chatbot Needs Help...
    by HDI Support World Magazine   Tue 01 May 2018
    Everyone is talking about automation, it seems. In fact, in a recent survey of their readers by ITSM.tools, automation was the Number 1 “hot topic,” beating out AI (Art... Read More Login or register to post comments

  • Metrics that Matter to the Business...
    by HDI Support World Magazine   Wed 25 April 2018
    Measurements are a way of communicating what is important to the organization. Take a moment and look at what your metrics are, and how they are rewarded. Go ahead, I’ll wait... Read More Login or register to post comments

  • Gratitude and Productivity...
    by HDI Support World Magazine   Mon 23 April 2018
    In the final keynote at HDI 2018, speaker and author Nataly Kogan mentioned the positive effects of gratitude in the workplace—how both thanking people and being thanked incr... Read More Login or register to post comments

  • Zero-Strategy: Disruption Through Reduction...
    by HDI Support World Magazine   Fri 20 April 2018
    Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in today’s economy. But many organizations struggle with dev... Read More Login or register to post comments

  • How to Measure Innovation...
    by HDI Support World Magazine   Thu 19 April 2018
    Innovation is the new app! Bots, chat bots, IoT...everyone’s looking to see what the latest and greatest technology can do for their business. With so much changing so rapidl... Read More Login or register to post comments

  • What Works in Professional Development: The Forgetting Curve...
    by HDI Support World Magazine   Wed 18 April 2018
    Use the skills you learn in training right away to retain information for the long term. Research shows that, on average, students forget 70% of what they are taught within 24 h... Read More Login or register to post comments

  • Metric of the Month: Net Promoter Score...
    by HDI Support World Magazine   Wed 11 April 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

  • IT Asset Management for Cybersecurity...
    by HDI Support World Magazine   Tue 10 April 2018
    Current trends in information security see things like security information and event management (SIEM), machine learning, and advanced threat protection (ATP) becoming buzz-words.... 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

  • The Journey to Team Excellence: Optum...
    by HDI Support World Magazine   Wed 28 March 2018
    Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth Group businesses. UnitedHealthcare is focused on health ben... 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.