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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

About HDI Certification Exams

All HDI certification exams are based solely on the HDI certification standards. Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80% is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment.

All HDI Certification exams are delivered online through the HDI Learning Centre.

HDI Learning Center - Supported Browsers

Currently, HDI only supports Internet Explorer versions 6 through 9. We cannot guarantee full functionality on other browsers (e.g., Firefox, Safari, etc.).

HDI Learning Center and Mac Users

While some users have reported being able to use alternate operating systems, HDI do not support any operating systems other than Windows at this time.

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HDAA Public Training Courses Include Certification Exams

The cost of a certification exam is included in the training course price. Detailed information about how and where to take the certification exam will be provided during the training course for instructor-led training courses. The ITIL Foundation exam is a paper-based exam proctored on the final day of the class. Online training courses and their respective certification exams (except for ITIL Foundations exams) are delivered though the HDI Learning Center.

Certification Exam Pricing

Certification exams can be purchased separately from training courses. All exams are delivered through the HDI Learning Center. All prices include GST.

Customer Service Representative  $220.00  BUY EXAM 
Support Center Analyst  $253.00  BUY EXAM 
Desktop Support Technician  $253.00  BUY EXAM 
Support Center Team Lead  $275.00  BUY EXAM 
Support Center Manager  $330.00  BUY EXAM 
KCS Foundations (Knowledge Management)  $220.00  BUY EXAM 
KCS Principles (Knowledge Management) $330.00  BUY EXAM


HDI Exam Extensions  $60.50  BUY EXTENSION
HDI Exam Re-takes                                                    $115.50  BUY RE-TAKE


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Practice Exams

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes;
  • You may take multiple tests; &
  • Each practice test is randomly generated from a pool of test questions.
HDI Practice Exams                                                       $90.20 BUY PRACTICE EXAM 

- Click here for our Training Course Calendar

- Click here for our Training Course Price Guide.

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