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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

Vendor Directory ServiceVendor Directory Logo

This page has been designed as a resource, whether you're researching a way to update or replace an existing system, or looking for a completely new solution to streamline your support operations, we've compiled a list of vendors happy to assist.

Please note that HDAA remains neutral to its members, the industry and vendors and does not have any affiliation with or endorse any particular product.

You can select a vendor and obtain more information about the organisation and their products. There are also links available to further your research into software tools.

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Click on the below Vendors for information on their products & services:

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Looking for a New Service Desk Tool?

Held in HDAA's Knowledge Base is a variety of information to assist you with the vendor selection process that every service desk has to go through. Here are a few samples for your review:

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HDAA Consulting Services

Don't have time or looking for assistance in choosing the right tool. Let HDAA help.

For more information on our Consulting Services contact HDAA on T: 1300 130 447 to see how we can assist you.


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Contact Details:
T: Melbourne Head Office (03) 9093 2100
T: Sydney (02) 9006 1645
A: Suite 1014, 401 Docklands Drive,
Docklands VIC 3008
W: www.axiossystems.com

Corporate Profile:
For over 25 years, Axios Systems has been committed to delivering innovative  IT Service Management (ITSM) and IT Asset Management (ITAM) solutions that help customers improve not only their infrastructure operations, but also to enhance service delivery across business functions, including HR, Facilities Management and Finance. Axios is recognized as a world leader by leading analysts and their global client base, with a 100% focus on service management technologies.
Axios’s enterprise ITSM software, assyst, is purpose-built to transform IT departments into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges across the organization. 
assyst is accredited for all 16 PinkVERIFY™ ITIL® processes, and Axios is the first and only technology vendor to achieve this.

Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. For more information about Axios Systems, please visit our website, Twitter or YouTube channel.

For more information, please visit our website at http://www.axiossystems.com/





Contact Details:
T: +61 2 8824 7299
A: Unit C4, 3 Burbank Place,
Baulkham Hills NSW 2153
W: www.crmsolutions.com.au

Corporate Profile:

As SunView Software’s Oceania Regional Reseller for their award-winning ChangeGear Service Desk Platform, CRM Solutions provides organisations, large and small, the benefit of local ITIL certified consultants, with long standing service management experience, together with a Best-Value Service Desk Platform for Any Size Organisation that is ChangeGear.

CRM Solutions partners with you to understand your business and the critical relationships between your business goals, business processes, IT infrastructure, your staff and customers. Only after we have gained an intimate understanding of your business and customer requirements do we set about Laying the Foundations for your Business Success . CRM Solutions does this by developing smart solutions using innovative technology all within an open consultative approach.

CRM Solutions supports its customer requirements by listening to your needs and making recommendations that suit your immediate business needs and budget. This can come in the form of simple research and consultancy services, to training and support of existing platforms, right through to customisation and integration of existing platforms to other business systems. We believe in partnering and working with you for life and we achieve this by ensuring we leave you with the right knowledge and experience to be self-sufficient and proficient in any solution we implement for you.


New Products/Offers:

SunView Software’s ChangeGear Service Desk platform is built on a fully-integrated platform with enterprise-grade features ensuring that your solution will be able to meet your current and future business requirements, and is available in either SaaS or On-premise. The ChangeGear Service Desk platform is a web-based IT service management solution that enables IT organisations to efficiently resolve requests and track, manage, and control IT services. ChangeGear seamlessly integrates the key ITIL processes that every service desk needs.

Every ChangeGear Service Desk Platform solution is based on the ITIL best practices framework with over 100 advanced features included, all designed to drive ease-of-use and process efficiency. ChangeGear provides ITIL-based processes right out-of-the-box to get you started immediately. ChangeGear is highly configurable which helps you meet your specific process needs by modifying or creating forms, fields, automations, and workflows with zero coding experience. Call CRM Solutions today and let us show you how ChangeGear can revolutionise your IT Operations.




Help Desk Solutions
Contact Details:
T: + 61 (0) 7 5667 8533
F: +61 (0) 7 5641 0075
A: PO Box 458, Helensvale QL D 4212
W: www.helpdesksolutions.com.au

Corporate Profile:
Helpdesk Solutions are a business solutions provider specialising in providing IT Service Management solutions underpinned by technology.

HelpDesk Solutions specialise in IT Service Management Software (Touchpaper Servicedesk) and are a premium affiliate partner of Avocent/Landesk (Landesk ITSM, formerly known as Touchpaper Servicedesk) and Capisce Software (Automated Survey Software).

 LANDesk Logo Capisce Logo 




Contact Details:
T: + 61 (0) 2 8076 4800
A: 5/19 Boden Rd, Seven Hills NSW 2147
W: www.interlinkservices.net.au

Corporate Profile:

Interlink delivers a suite of best practice ICT Asset Management services to business and government agencies, Australia-wide.

With more than 10 years experience in this specialised field, we reduce the cost, risk and complexity of ICT infrastructure refresh and deployment projects.

Projects range from refreshes of thousands of PC’s, notebooks and tablets in CBD locations, to the deployment or recovery of smaller quantities of devices for organisations with multiple facilities around the country.

We offer services at every stage of the asset lifecycle: IT asset audits, warehousing, pre-configuration of new assets, physical deployment, installation, tracking, maintenance, relocation, refresh, data sanitisation and disposal. We’ll ensure that your decommissioned assets are professionally sanitised and will report accurate details to keep your asset register and CMDB up to date.

We’ll also maximise the value we return to you by remarketing them, and we’ll ensure that those that no longer have a value are environmentally disposed.

 If you haven’t recently reviewed the way you manage your corporate IT assets, there are almost certainly improvements and cost savings to be made.  Contact us to find out how, on (02) 8078 4800 or www.interlinkservices.net.au





Contact Details:

T: Sydney Office (02) 8287 3500
A: Suite 2, Level 9,
2 Elizabeth Plaza North Sydney, NSW 2060 
W: https://www.ivanti.com.au/


Corporate Profile:

When LANDESK and HEAT Software combined in January of 2017, we knew we needed a new company name. For nearly 30 years, LANDESK and HEAT Software offered user-centred IT solutions designed to increase user productivity whilst reducing IT security risk. So, whether you’re looking for systems management, IT asset management solutions, IT service management, IT security solutions, or patch management, Ivantis here to help.

Ivanti is IT evolved. By integrating and automating critical IT tasks, Ivanti is modernising IT and helping IT organisations successfully navigate digital workplace transformation. Ivanti is headquartered in Salt Lake City, Utah, and has offices all over the world. For more information, visit www.ivanti.com.au




Service Quality  

Contact Details:
1300 88 11 78
A: PO Box 7178, Brendale QLD 4500
W: www.servicequality.com.au

Corporate Profile:

As Cherwell Software’s APAC Regional Distributor, Service Quality is an innovative industry leader and supplier of choice to businesses delivering “best in class” service management solutions and customer service. We pride ourselves on working closely with our customers to help them build their platform for success through innovative and cost-effective service management and IT solutions.  Our customers are from varying business verticals and industries with a customer base comprising of Federal and State Governments, Retail, Healthcare, Food and Beverage and private enterprise among others.

Service Quality supports customers with all their ITSM System Design, Technical Consultancy, Implementation, Training and Support needs



Cherwell’s Service Management platform is an award-wining ITSM software recognised by Gartner®, Forrester®, Info-Tech Research Group®, and Forbes®. It’s an affordable, easy-to-use and flexible ITSM platform customers never outgrow. With eleven Pink Verified ITIL processes – it is more than an ‘out-of-the box” ITSM solution, it is a true Process Automation and Business Intelligence Platform.

New Products



Contact Details:
02 45728304
E: info@valueflow.com.au

Corporate Profile:

The ValueFlow team are management enthusiasts who really care about our work and we care about your work too. We’re not happy unless we’re helping our clients change things for the better. We’ve had a lot of experience with IT management frameworks, standards, tools, roles and best practices. This has helped us gain insight on how to weave all these together into a “system” that drives technology value forward. So how do we make improvement happen?

The IT Operating Model is the framework that brings all the pieces together. Configuring the right IT Operating Model for your organisation and automating to make it visible, efficient and self-improving is what we do best. We’d love the chance to show you how we approach things.