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66%


of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI


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

Support Centre Professional Services

Service Desk Reviews & Improvements |  Support Centre Reviews & Improvements

The Service and Support Profession is a universe that has an astounding matrix of theories, practices and organisation types with a diverse range of personalities. There are so many ways in which the Service and Support Profession goes about doing business and with such diversity, it's sometimes hard to determine what's right for you. At other times you just need to confirm you're on the right track. 

HDAA provides you with independent direction to stay at the leading edge. 

Our team lives and breathes the Service and Support Profession with a combined knowledge and experience of over 150 years that continues to grow. This covers a diverse range of organisations in both size and industry which is reflected by our membership. We are a primary source for industry knowledge, training and professional services. 

HDAA's reviews and process improvements enable high quality decision making and bottom line results across all of Service Management, clearly linked to your organisation's vision, mission and values. 

The essence of our professional services is focused advice, guidance and implementation of service management leading to lasting organisational change in a variety of ways. We use a facilitative approach based on internationally recognised frameworks, best practices and methodologies to ensure you are effective and efficient in Service Delivery. 

We listen, think, analyse, brainstorm, challenge assumptions, cajole, and convince organisations to become even better by implementing ideas that create value. We use our expertise to assist you in making the transition from your present level of operation to your desired level of success. 

Use us to confirm a decision already made or present alternatives that may not have been considered or even to analyse alternatives already identified. We are a great resource for those times when you do possess the knowledge and skills necessary, however your staff are committed elsewhere leaving you with insufficient time to complete a project. 

Engagements are evaluated in light of your strategic and tactical objectives. Our member rates are highly competitive. Investment in our professional services is realised in many ways:  

  • reduce costs by eliminating unnecessary steps & avoiding the trial-and-error approach; 
  • increase productivity by optimising your service operation & your team's skills; 
  • complete projects sooner & get desired results faster by avoiding costly delays & learning curves; & 
  • improve the quality of your processes & measurements by avoiding common errors. 


View our range of services

For more information, please contact HDAA on T: 1300 130 447.