About the Knowledge Base
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
Certification and Training for the Help Desk, Support Centre, Call Centre, and Service Industry. Whether you are a help desk analyst, call centre operator, support centre team leader, service centre manager, or support centre director our Learning Program addresses the needs of service and support professionals throughout their careers and the various maturity levels of their service and support operations. It presents the business processes and soft skills required to increase productivity, profitability, and improve customer satisfaction. The number of certified professionals from our Training Course Program is in the 1000s.
Covering many facets of IT Service Management (ITSM), HDAA is Australasia's leading resource for service and support centre training, emerging trends, and best practices. Our training courses are established by an international panel of industry experts and practitioners. Our partnerships with HDI and AXELOS assure you of certification standards outlining the industry's best practices and guide service and support professionals toward excellence.
Our fully certified trainers combine real-world experience while conducting the training courses, preparing you for the certification exam (if available) while delivering a comprehensive and intimate knowledge of the Service and Support industry and profession. Public training courses are currently held in Sydney, Melbourne, Brisbane and Canberra, while on-site training courses can be supplied anywhere within Australia and New Zealand.
ITIL® Training Courses
ITIL Foundation v3
ITIL Intermediate - Operational Support & Analysis (OSA) - Capability Module
ITIL Intermediate - Service Offerings & Agreements (SOA) - Capability Module
ITIL Intermediate - Release, Control & Validation (RCV) - Capability
ITIL Intermediate - Planning, Protection & Optimisation
ITIL Intermediate - Service & Design (SD) - Lifecycle Module
ITIL Intermediate - Service Transition (ST) - Lifecycle Module
ITIL Intermediate - Service Strategy (SS) - Lifecycle Module
ITIL Intermediate - Service Operation (SO) - Lifecycle Module
ITIL Intermediate - Continual Service Improvement (CSI) - Lifecycle
HDI® Training Courses
Customer Service Representative
Support Center Analyst (SCA)
Desktop Support Technician (DST)
Support Center Team Lead (SCTL)
Problem Management Professional (PMP)
Support Centre Manager (SCM)
Support Centre Metrics and Measurements
Knowledge‐Centered Support (KCS) Foundation
Knowledge‐Centered Support (KCS) Principles
Other Training Courses
(HDAA Non-Certified) Best Practice Service Management
(DevOps® Institute) DevOps Foundation (certification course)
(Resilia™) Resilia Foundation (Cyber Resilience Best Practice)
(Resilia™) Resilia Practitioner (Cyber Resilience Best Practice)
PRINCE 2® 2017 Foundation
Training Cancellation and Transfer Policy
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The APMG-International Service Catalogue and Swirl Device logo is a trade mark of The APM Group Limited.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER