About the Knowledge Base
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
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 correlat...
When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or skill that I mastered, I was awarded a merit badge. Merit badge...
SLAs. SLOs. TTR. ASA. Uptime. Downtime. The list of IT metrics is long and heavy with meaning. IT managers meet for lunch and ask each other “How’s your abandon rate?&r...
In a previous life I once led a proof-of-concept and implementation of new performance monitoring software. Throughout this process, I became the company’s de facto subject m...
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...
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...
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...
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...
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 ...
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...
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: email@example.com W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER