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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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

Certification Exam Information

Please click on the below links to read the relevant information:

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ITIL Courses

Our courseware was developed to satisfy the learning objectives from the ITIL syllabi published by AXELOS and accredited to verify it satisfies those requirements. The certification exam was developed and is supplied by PeopleCert.

ITIL v3 Foundation Course

The ITIL Foundation certification is a prerequisite for all additional ITIL training and certification offerings accredited by PeopleCert.

The ITIL v3 foundation certification exam is included with instructor-led training (public and on-site) purchased directly from HDAA. The exam is a paper-based exam proctored on the last day of the training course.

The certification exam consists of 40 multiple choice questions and must be completed in 60 minutes. A minimum score of 65 per cent is required to pass a certification exam. Individuals who achieve the passing score will receive an e-certificate from PeopleCert, the accreditation body.

ITIL 4 Foundation Course

The ITIL 4 Foundation certification is a prerequisite for all additional ITIL 4 training and certification offerings accredited by PeopleCert.

The ITIL certification exam is included with public and virtual training purchased directly from HDAA. A voucher for the online exam will be issued to candidates once the course.has been completed. The exam must be taken within 6 months of completed the course. 

The certification exam consists of 40 multiple choice questions and must be completed in 60 minutes. A minimum score of 65 per cent is required to pass a certification exam. Individuals who achieve the passing score will receive an e-certificate from PeopleCert, the accreditation body.

ITIL Intermediate Courses – OSA, RCV, SOA, SS and SD

All examinations include 8 scenario based, gradient multiple choice questions, with four answer options which are graded according to their accuracy.

Each question is supported by a detailed scenario, which describes a specific Service Management or business related situation or problem. Based on the ITIL core guidance covered by the module and the specific detail within the scenario, candidates should attempt to select the most accurate response from the four presented, the best solves the problem posed.

The pass mark for this examination is 70% (28/40) and exam duration is 90 minutes.

 

ITIL Exam Purchases and Re-takes

Individual exam purchases and exam retakes can be purchased directly from HDAA. see price guide

Contact the HDAA on T: 1300 130 447 for more information.

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HDI Courses

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills building opportunities for the attendees.

Exam delivery is online through the HDI Learning Centre. Access is established through HDAA upon request from the student either via email or phone.

Individuals who achieve the passing score will receive a certificate (PDF Version) from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. All exams consists of 65 multiple choice questions and must be completed in 75 minutes.

A minimum score of 80 per cent is required to pass a certification exam, unless otherwise published.

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorised exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.

Customer Service Representative:

Category Weighting %
Leadership:
10%
Policy and Strategy:
10%
People Management:
10%
Resources: 10%
Process and Procedures:
60%


Support Center Analyst and Desktop Support Technician:

Category Weighting %
Leadership:
10%
Policy and Strategy:
10%
People Management:
10%
Resources: 20%
Process and Procedures:
50%


Support Center Team Lead:

Category Weighting %
Leadership:
30%
Policy and Strategy:
10%
People Management:
30%
Resources: 10%
Process and Procedures:
20%


Support Center Manager:

Category Weighting %
Leadership:
15%
Policy and Strategy:
25%
People Management:
15%
Resources: 15%
Process and Procedures:
30%


KCS Foundations:

Category Weighting %
Background:
10%
KCS Practices:
30%
Service Management:
5%
Content Health: 20%
Process Intergration:

10%

Performance Assessment:
20%
Leadership & Communication: 5%

 

KCS Principles:

Category Weighting %
Background:
5%
KCS Practices:
30%
ITIL:
5%
Content Health: 20%
Process Integration:

5%

Performance Assessment:
15%
Leadership & Communication:
15%
Adoption Roadmap:  5%

 

HDI Exam Re-takes and Extensions

A 28-day extension is available for an online exam for a fee of $60.50 (inc GST). Exam re-takes can be purchased for a fee of $108.90 (inc GST). Contact the HDAA on T: 1300 130 447.