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of organisations have a knowledge management program in place.

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

About the Knowledge Base

Quick access for subscribers:

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

Knowledge Base - Reports

Reports Image

HDAA provides a number of industry reports throughout the year derived from a number of sources. 

HDAA produces its own People Survey every 2 years which focuses on Recruitment, Remuneration, Training & Development and Performance Management.

If you are a Silver Level Member or above you also have access to the HDI Reports, such as their International Practices & Salary Survey and many mini-reports that they produce throughout the year:

  • The Practices Survey is a must have report providing first-hand insight into industry, department structure, personnel, service request profiles, practices & tools; &
  • The Salary Survey is an in-depth look at compensation levels in the service & support profession.

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Search all Reports here.

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