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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

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 >>                2018 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:

  • Major Incident Management

View full Calendar >>

  • Why Your Service Desk Needs to Implement Shift Left...
    by HDI Support World Magazine   Mon 05 November 2018
    In the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier possible. It’s an initiative all IT organizations pus... Read More Login or register to post comments

  • Cybersecurity: The Latest IT Silo?...
    by HDI Support World Magazine   Tue 30 October 2018
    Everyone in your organization is a potential attack vector. Phishing and its variants—like spear phishing—are a very popular and productive way for attackers to gain en... Read More Login or register to post comments

  • Shift Left: Transforming Incident Management...
    by HDI Support World Magazine   Thu 25 October 2018
    Shift left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option: Incident resolution to tier 1 analysts (service desk)... Read More Login or register to post comments

  • The Pursuit of Award-Winning Service Improvement: A Case Study from Po...
    by HDI Support World Magazine   Wed 24 October 2018
    PowerSchool’s mission is to improve the education experience through innovative technology. Their platform for K-12 serves more than 32 million students, 66 million parents, ... Read More Login or register to post comments

  • Single Point of Contact: Jim Bolton...
    by HDI Support World Magazine   Tue 23 October 2018
    HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 4, I conducted an interview with Jim Bolton via Skype to discu... Read More Login or register to post comments

  • 3 Technologies to Power a Successful IT Self-Service Experience...
    by HDI Support World Magazine   Thu 18 October 2018
    Today’s customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service tools in their personal lives as well as in the workplace. As... Read More Login or register to post comments

  • How to Replace an Aging Ticketing System...
    by HDI Support World Magazine   Wed 17 October 2018
    Follow These Steps to Avoid Problems and Ensure Success So, you are looking to replace your aging ticketing system. I have been the project lead to replace such a system and hav... Read More Login or register to post comments

  • The Influence of Transparency on the Customer Experience...
    by HDI Support World Magazine   Tue 16 October 2018
    Not too long ago, many of us in the IT service and support profession focused on a service improvement trend called “the consumerization of IT,” which Webopedia describ... Read More Login or register to post comments

  • Metric of the Month: Ratio of Agents to Total Headcount...
    by HDI Support World Magazine   Thu 11 October 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

  • 6 Sure-Fire Ways to Boost Employee Job Satisfaction...
    by Robert Half Technology   Thu 11 October 2018
    Wondering what it takes to keep loyal and happy workers on the job these days? You might be doing better at fostering employee job satisfaction than you think. ... Read More Login or register to post comments

  • Single Point of Contact: Greg Sanker...
    by HDI Support World Magazine   Wed 10 October 2018
    HDI’s SPOCcast is your single point of contact podcast for service management and support insights. For Episode 3, I conducted an interview with Greg Sanker via Skype to disc... Read More Login or register to post comments

  • Customer Service: Who Cares?...
    by HDI Support World Magazine   Tue 09 October 2018
    4 Things that Can Deteriorate a Customer’s Experience and 4 Ways to Win Their Confidence Back Kylie was frustrated with many things at Wackie Tek. She had been a service r... Read More Login or register to post comments

  • What Does Customer Experience Mean to IT…Really?...
    by HDI Support World Magazine   Wed 03 October 2018
    The term “customer” may have several meanings depending on who you ask. From a business perspective, the person buying a service or product is the customer. In some cas... Read More Login or register to post comments

  • How My Customer Experiences Improved Me...
    by HDI Support World Magazine   Tue 02 October 2018
    What is a positive customer experience? That is not a question you should have to ask. I challenge you to define the answer based on your personal experiences. As a service managem... 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.