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of organisations
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available to end users 

Source - HDI Report

About the Knowledge Base

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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 accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books 

IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance. Many international companies like the Microsoft, IBM, Caterpillar and Boeing among others, have benefited from the successful implementation of ITIL in their IT service management.

What can ITIL do for you?

The world’s most widely used IT Service Management Framework

ITIL is the most widely accepted approach to best practice service management in the world with the majority of the world's leading organizations using it. Now in its 25th year, it continues to be as ever for both organizations and service management professionals everywhere. Through the use of the ITIL Service Lifecycle, the framework helps organizations transform and adapt to the changing economic climate and the market place. This helps with implementation of further improvements to practices that are oriented at achieving high levels of business performance.

AXELOS have been collaborating with a number of key ITSM industry professionals worldwide to establish the key benefits of ITIL. Importantly you will see these benefits are relevant for both the key people within organizations who make key decisions on selecting best practice service management frameworks that are right for their business, as well as for the aspiring service management professionals who want to develop successful careers in this field.

Realizing that the business world is rapidly changing. In response, 'The Key Benefits of ITIL' should be viewed as a 'living' document. Take a look now and discover why ITIL should be your chosen service management framework to enable service excellence.

Key Benefits to the Organisation

With ITIL, organizations are assured of the following benefits:

  • Increased productivity
  • Greater customer satisfaction through a professional approach 
  • Right use of skills and experience
  • Improved Return over Investment (ROI) within IT
  • A more efficient utilisation of resources, reducing service costs
  • Prevents redundancy of the work conducted
  • Identifies weak areas and further offers solutions to strengthen it
  • Increased staff retention
  • Greater visibility of IT costs and assets


We are in a time of unprecedented change, known as the ‘Fourth Industrial Revolution’. It is characterised by the digital transformation of our world and the unavoidable interaction between humans, digital technologies and physical assets. It is an increasingly fast paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do and ready to adopt new ways of working to succeed. ITIL® 4, through its framework, helps organizations to connect and align these different challenges that are relevant not only to ITSM professionals, but also by a wider range of professionals working in the digital world. 

ITIL 4 expands previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy. 

ITIL Training

HDAA offer the following types of ITIL training using various delivery methods. Click on the below links to find out dates, pricing, course outlines etc.


AXELOS Videos and Information

ITIL® v3 Foundation Mobile Exam App Introduction

ITIL® Journey - The Incident

Small Scale ITSM implementation including CSI


ITIL Consulting Services

HDAA offer a variety of consulting services, just contact us for further information. p:1800 503 127

View information on the ITIL® 4 Qualification Scheme

View information on the ITIL® v3 Qualification Scheme


Get help with exam questions with the ITIL 4 Foundation Exam App  Link Here