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

 

1300 130 447
Blog Email Google+
 
Price Guide

Create an account to receive our monthly eNewsletter

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

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 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 >>                2016 Training Calendar

ITIL Logo

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

ITIL Foundation
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.

Minimize
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
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:

  • The State of Knowledge in 2017
  • Support in a Digital World

View full Calendar >>

  • The Myth of Proactive Problem Management - Part 1 ...
    by HDI Support World Magazine   Mon 01 May 2017
    Aesop’s fable of the fox and the grapes is a familiar story. We work hard to get toward a goal, but it always seems out of reach. In the end, we are frustrated and disillusio... Read More Login or register to post comments

  • Metric of the Month: Key Relationships for Service Desk KPIs ...
    by HDI Support World Magazine   Mon 01 May 2017
    Hello everyone! I’m thrilled to be back and once again writing a regular column on metrics for HDI! Each month, I will highlight one Key Performance Indicator (KPI) for s... Read More Login or register to post comments

  • Difficult Performance Conversations: The 5 Ws for Success ...
    by HDI Support World Magazine   Mon 01 May 2017
    Whether you are holding a coaching meeting, a monthly one-on-one, or a more serious “difficult conversation,” you want results and to maintain the relationship with the... Read More Login or register to post comments

  • 3 Tips to Help You Hire an Amazing IT Service Desk Manager...
    by HDI Support World Magazine   Mon 01 May 2017
    We often hear about the skills drought in IT. If you attend any industry event, or simply dip your toe into any IT-themed LinkedIn group, you’ll soon enough hear about somebo... Read More Login or register to post comments

  • How to Get Your Support Team Obsessed with Service...
    by HDI Support World Magazine   Mon 01 May 2017
    When the phone system went down at Rackspace, a few support analysts immediately sprang into action and tweeted their personal phone numbers. These support analysts spent the next ... Read More Login or register to post comments

  • Next-Generation Service and Support in a Mobile-First, Cloud-First Wor...
    by HDI Support World Magazine   Sat 01 April 2017
    “It ought to be remembered that there is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the intr... Read More Login or register to post comments

  • The Value of Time...
    by HDI Support World Magazine   Sat 01 April 2017
    Be mindful of your customers’ time when you deflect calls and contacts and provide self-service solutions “Time is money.” —proverb There’s a f... Read More Login or register to post comments

  • KCS Coaching to Change Behavior...
    by HDI Support World Magazine   Sat 01 April 2017
    The goal of this article is to dive into the role of a Knowledge-Centered Support (KCS) coach and some basic coaching strategies to change beliefs, improve performance, and change ... Read More Login or register to post comments

  • No More Nonpologies: Apologize to Customers Like You Mean It ...
    by HDI Support World Magazine   Sat 01 April 2017
    There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There... Read More Login or register to post comments

  • Considering a New ITSM Tool? Remember the Stakeholders ...
    by HDI Support World Magazine   Sat 01 April 2017
    I recently facilitated a meeting of the HDI Desktop Support Forum in Dallas, Texas. During a discussion about getting metrics reports, I asked two questions: Are you getting ... Read More Login or register to post comments

  • IT Governance: 5 Ingredients to Kick-Start Your Value Delivery...
    by HDI Support World Magazine   Sat 01 April 2017
    Stephen Mann's Top 10 ITSM Challenges for 2013 considered “IT cost transparency” and “value demonstration” as two top ITSM challenges. This blog talks a... Read More Login or register to post comments

  • Turbocharge Your Metrics with Benchmarking! ...
    by HDI Support World Magazine   Sat 01 April 2017
    Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer than 10% ever achieve world-class performance. We define a ... Read More Login or register to post comments

  • When Troubleshooting, Keep It Simple...
    by HDI Support World Magazine   Wed 01 March 2017
    The year was 1988. I was an 18-year-old airman recruit stationed at the Naval Air Technical Training Center (NATTC) in Memphis. I had just graduated basic training and was now spen... Read More Login or register to post comments

  • Continual Service Improvement is NOT a Service Lifecycle Stage...
    by HDI Support World Magazine   Wed 01 March 2017
    Wow!  Did you read the title of this article? OK, you most likely did. And perhaps that’s why you’re reading this now, because your immediate response might have b... 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