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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

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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

Documenting Policies, Processes & Procedures


“If it’s not documented it doesn’t happy” a twist on a famous saying but industry best practice insists on having your processes documented. Apart from proving through good corporate governance how processes are managed, this documentation acts as a guide to staff outlining policies to be adhered to, how process flow works within your organisation and the associated procedures to ensure success across the board. 

HDAA’s professional services staff are all highly experienced, skilled and have the right qualifications to produce meaningful documentation for your ITSM processes. 


For more information contact HDAA.  Email   T: 1300 130 447

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