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
In a survey conducted by HDI in the first quarter of 2017, we asked the community for insights into service management tool use, replacement cycles, and capabilities. Some of the f...
In order to discover more about what IT organizations are doing, planning to do, and thinking about their current states of process maturity and digital transformation, HDI fielded...
The methods of communication we use in our everyday lives are changing, so why shouldn’t the ways customers and end users contact support change as well? No longer can almost...
The annual HDI Technical Support Practices & Salary Report is the definitive resource for technical support leaders. It provides current, valuable information collected fro...
This is a one page industry overview of the most sought after statistics from HDAA. It has proven extremely valuable as a quick reference point for our members in the past and has ...
Information on Technology, Remote Support, Processes, Ticket Management, Metrics, Staff, Structure and Salaries are all covered in this comprehensive survey report.
Take a p...
Libby Wagner is one of only a handful of published poets regularly welcomed into the boardroom. The author of The Influencing Option: The Art of Building a Profit Culture in...
Each year, HDI surveys the technical support community to share the state of the industry in the annual Support Center Practices & Salary Report. This research brief focuse...
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this...
- 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