ITIL | ITIL Training | ITIL Foundation | ITIL 4 | Support Centre Consulting | Support Centre Training | KCS Training | KCS | Knowledge Management


1300 130 447

Blog Email Google+
Price Guide



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 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:

IT Asset Management & Knowledge Management for IT Support 

Sydney         20th March 2020
Melbourne    26th March 2020
Canberra      31st March 2020               
Brisbane       2nd April 2020

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.

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.

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:


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 

  • The Next Generation of Staffing: The Spectrum...
    by HDI Support World Magazine   Thu 06 February 2020
    People on the autistic spectrum are starting to be directed towards jobs in the technology field because of their ability to focus and their highly astute attention to details.... Read More Login or register to post comments

  • 3 Steps to Help Your Team Define and Measure Success...
    by HDI Support World Magazine   Tue 04 February 2020
    A few months ago, I held the last all hands meeting I would ever host as Senior Director of IT at Verizon Media. In this last global team meeting, I was thrilled to announce that, ... Read More Login or register to post comments

  • The Marketer in IT: Not Such a Crazy Idea...
    by HDI Support World Magazine   Fri 31 January 2020
    It’s deployment day. It’s Monday. It’s 9:00 AM. You’ve just built and deployed a kickass application that business users have wanted forever. It was a 12... Read More Login or register to post comments

  • Not-So-Artificial Intelligence: Understand the Importance of Citizen D...
    by HDI Support World Magazine   Thu 30 January 2020
    In the tech community, there’s a standing joke that, if you ask four data scientists what the meaning of artificial intelligence (AI) is, you’ll get five answers. Despi... Read More Login or register to post comments

  • The Power of Communication...
    by HDI Support World Magazine   Tue 28 January 2020
    Communication. It is one of the most important skills we need, yet many of us often fail. Why is that?  There are many reasons why we fail to communicate effectively with each... Read More Login or register to post comments

  • Top 25 Thought Leaders in Technical Support and Service Management for...
    by HDI Support World Magazine   Thu 23 January 2020
    The technical support and service management industry is a community of people dedicated to their craft, who strive for excellence every day. These industry experts challenge us to... Read More Login or register to post comments

  • Metric of the Month: Tickets Prevented...
    by HDI Support World Magazine   Wed 22 January 2020
    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

  • 5 Tips to Improve Service Management Communications...
    by HDI Support World Magazine   Tue 21 January 2020
    Over the years, I have worked in a variety of service management roles with a people who have a wide diversity of skills. One area that always seems to be overlooked is the ability... Read More Login or register to post comments

  • Career Development in Support Centers...
    by HDI Support World Magazine   Thu 16 January 2020
    Have you ever stopped to think about the various aspects and functions of a service and support organization? Can you just imagine the tremendous amount of responsibility support l... Read More Login or register to post comments

  • Is Your Organization Good at Getting Better?...
    by HDI Support World Magazine   Wed 15 January 2020
    Is your organization good at getting better? Does your organization even have the capability to improve? Whether your organization calls it continual improvement, optimizatio... Read More Login or register to post comments

  • The Great Executive Challenge Facing Leaders in the Next Decade...
    by HDI Support World Magazine   Tue 14 January 2020
    Over the next 10 years, companies world-wide, within all industries, will see greater change than that seen over the past 30 years. Most of these changes will be driven by the inte... Read More Login or register to post comments

  • Service Management Resolutions for a New Year...
    by HDI Support World Magazine   Wed 08 January 2020
    Happy New Year! It is time for new beginnings and fresh starts. It is time to set goals and look forward to new growth and new development. The old saying, “If you don’... Read More Login or register to post comments

  • Three Things for Service Desks and Service Managers to Do in 2020...
    by HDI Support World Magazine   Tue 07 January 2020
    If you had three wishes that would grant any IT improvements in 2020, what would they be? If you’re stuck in a support rut and can’t rattle off three things, this blog ... Read More Login or register to post comments

  • 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

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.