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
If you are investing time in reading this article, you have most likely implemented a Knowledge-Centered Support (KCS) initiative and are seeing the benefits within your organizati...
Where do your reports wind up? Are they in front of an interested executive or in the trash? Mostly, IT reports end up in the trash due to an internal focus on best practice metric...
Reflections from HDI 2017 Conference & Expo
HDI 2017 Conference & Expo happened just outside Washington, DC, May 9–12, with workshops starting earlier. You can wat...
We hate confrontational people...well, if not exactly hate, then we at least try to avoid them, because frankly, they’re unpleasant when they're angry: up in your face, n...
Metrics, measures, and KPIs—you know you need them. But what are they? Is there a difference? And how do you know what metrics, measures, and KPIs you need to cap...
HDI’s Top 25 Thought Leaders for 2016 share leadership advice and predictions for the future.
In January 2017, HDI presented the Top 25 Thought Leaders in Technical Suppor...
With all the trouble in the “friendly skies” lately, many travelers are considering vacation transportation alternatives. One such creative option is to take to the wat...
How often have you heard a phrase like, “Helpdesk is a great stepping stone in IT at our organization?” If you’re like a lot of organizations, this is either an a...
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...
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...
- 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
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.
The APMG-International Service Catalogue and Swirl Device logo is a trade mark of The APM Group Limited.
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