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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 - Templates

Templates IconHDAA currently has a number of templates, such as example policy, process and procedure documentation, all based on best practice frameworks, principles and methods used in the Service and Support Profession.

The concept behind the documents is that you take the template and amend it to suit the unique requirements of your organisation.

Our most popular templates include full Incident, Problem and Change Management process documents.

They are open to interpretation so if it makes sense for you to do something differently to what we have outlined in the template, then feel free to do so. Once you have expanded on the document to suit you individual organisations needs, your support system provider can use it to configure the system to underpin your processes.

Your staff can also use it to understand how the process will work in your environment and how it will be monitored and reported against - it defines the goalposts. Why not involve staff in the job of amending this document to suit your environment - after all, involvement breeds acceptance.

HDAA templates are divided between high level Advanced templates (available free to Gold and Platinum members) and Standard templates (available free to all members except Individual members). All Documents are available for purchase by Non Members and Advance Level templates will be available at a discounted rate to Silver Level HDAA members and below. Please contact HDAA for further information on purchasing templates.

Templates supplied by HDI are only available to Platinum, Gold, Silver and Virtual HDAA members. Advanced templates are freely available to Platinum and Gold Level HDAA members. These templates are also available for purchase - see Advanced Template Pricing

Examples of Advanced Templates available:

Examples of Standard Templates available:

  • Job Descriptions;
  • Incident Management Workflow Diagram;
  • ITIL Service Definition & Configuration Record.

HDAA Line Separator

Search all Templates here.








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