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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

ITIL Training
ITIL Foundation Training

ITIL Practitioner Training
DevOps Training
Support Centre Training

Support Centre Consulting
Service Desk Consulting

Service Desk Association

HDAA Categorisation & Sub-Categorisation

The categorising of our information has been completed using KCS principles. The high level categorisation has been kept to four top-level categories; People Management, Process Management, Strategy Management and Technology Management.

Following each high level categorisation is a sub-category level to enable more in-depth filtering on your search.

People Management:
 
  • Communication
  • Performance Evaluation
  • Recruitment & Sourcing
  • Retention
  • Reward & Recognition
  • Self Development
  • Training & Development
  • Workforce Planning
     
Process Management:
 
  • Business Analysis
  • Communication
  • Design & Development
  • Financial Management
  • ITIL Framework
  • Knowledge Management
  • Project Management
  • Reporting
  • Service Catalogue
     
Strategy Management:
 
  • Business Relationship Management (BRM)
  • Governance & Risk Management
  • Measurement & Reporting
  • Organisation Development, Change & Culture
  • Planning – Strategic, Tactical & Operational
  • Service Definition & SLAs
  • Vision, Mission & Objectives
     
Technology Management:
 
  • Categorisation
  • Channel Management
  • Process Automation & Interfaces
  • Social Media Integration
  • Tool Selection

For more information on HDAA's categorisation and sub-categorisation, please contact HDAA on T: 1300 130 447.