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

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.


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 >>                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 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.

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.

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.

Contact HDAA now to discuss you ITIL 4 training needs or phone 1800 206 270.

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:


  • No Dead Ends: Unlock the Hidden Value of Your Self-Service Content...
    by HDI Support World Magazine   Thu 09 May 2019
    In providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as much information as we can out into a self-service format. I... Read More Login or register to post comments

  • Building Relationships with Your Team...
    by HDI Support World Magazine   Wed 08 May 2019
    Most of us have metrics we use to measure how well we are doing in our professional roles. Many of us in the IT field even have Service Level Agreements (SLAs) that we keep with ou... Read More Login or register to post comments

  • Going Ticketless: What Does It Really Mean for Service Desks?...
    by HDI Support World Magazine   Tue 07 May 2019
    There’s a new term that’s popped up and worth investigation: going ticketless. It begs for some investigation, as it sounds like the days before help desks, when custom... Read More Login or register to post comments

  • Spring Cleaning: Best Practices for the Daily Grind...
    by HDI Support World Magazine   Thu 02 May 2019
    Here come the flowers, the softer warmer breezes, and new growth in every area of the northern hemisphere! It is May: Here comes Spring! I don’t know about you, but the Sp... Read More Login or register to post comments

  • 7 Tips for Extending Your IT Service Desk into the Enterprise...
    by HDI Support World Magazine   Wed 01 May 2019
    Recently, there has been a lot of energy, discussion, and movement regarding extending the IT service desk into the enterprise.  and for good reason. When you think about the ... Read More Login or register to post comments

  • The Evolution of ITIL: A New Operating Model in ITIL 4...
    by HDI Support World Magazine   Tue 30 April 2019
    This is 2019 folks, and a lot has changed over the past 10 years. The last update to the ITIL® framework was in 2011, with a new edition of the five ITIL core books made availa... Read More Login or register to post comments

  • The Power of Proactive Service and Support...
    by HDI Support World Magazine   Wed 24 April 2019
    Recently, a power transformer on my street malfunctioned and the power at my home (which includes my office) went off. I have a UPS (uninterruptable power supply) for my network so... Read More Login or register to post comments

  • Help Desk Horror Stories...
    by HDI Support World Magazine   Fri 19 April 2019
    I’d like to share four help-desk horror stories from the darkest and deepest depths of the service desk department! Sit back! Keep the lights on! Enjoy the read! Horror St... Read More Login or register to post comments

  • Metric of the Month: Call Abandonment Rate...
    by HDI Support World Magazine   Tue 16 April 2019
    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 Perks and Perils of Assumption in Customer Experience...
    by HDI Support World Magazine   Thu 11 April 2019
    In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part of that discovery was learning that assumptions (both my o... Read More Login or register to post comments

  • The Value of the WHY in Your Knowledge Base...
    by HDI Support World Magazine   Wed 10 April 2019
    Let me share a little personal experience to set the stage for the article. When I started in the IT industry in the late 90s, I was surrounded by a technical community that was mo... Read More Login or register to post comments

  • The Importance of Harmonizing Skills for Your Service Desk...
    by HDI Support World Magazine   Tue 09 April 2019
    In The Foundation of a Team, I focused on the importance of strong trust and respect as the foundation of every successful team. Specifically, I talked about the value of vulnerabi... Read More Login or register to post comments

  • 10 Tips for Automation and Reporting...
    by HDI Support World Magazine   Thu 04 April 2019
    5 Tips for Automation Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda... Read More Login or register to post comments

  • FAQ: What Is Your Definition of First Contact Resolution?...
    by HDI Support World Magazine   Tue 02 April 2019
    Today, I’m sharing a recent question from Connect about First Contact Resolution and my response.   Q: Hi all. I'm looking for a good definition of First Contact R... Read More Login or register to post comments

View all Articles here.

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:

NEXT WORKSHOP - Actioning the Service Value System through Building a Service Profile

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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.