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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 Course CatalogueTraining and Development Logo

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

Brochure Duration

Public / Virtual

Online

On-Site

ITIL Foundation Certification

3 Days

ITIL Foundation Review & Exam Day

  1 Day

x

x

ITIL Overview

1 Day or 1/2 Day

x

x

ITIL - Apollo 13 Simulation Game Training Day

Download Brochure 1 Day x x

ITIL Practitioner Certification

2 Days

x

ITIL Intermediate Operational Support & Analysis (OSA)

4 Days
 

x

x

ITIL Intermediate Release, Control & Validation (RCV)

4 Days

Service Catalogue

2 Days

x

x

ITIL Intermediate - Service & Design (SD)

4 Days

x

ITIL Intermediate - Service Offerings & Agreements (SOA)

  4 Days

x

 

HDI® Training Courses

Brochure Duration

Public / Virtual

Online

On-Site

Support Center Metrics and Measurements

1 Day

x

x

KCS Foundations

1 Day

x

KCS Principles

2 Days

x

Customer Support Representative (CSR)

1 Day

Support Center Analyst (SCA)

2 Days

Desktop Support Technician (DST)

2 Days

Support Center Team Lead (SCTL)

2 Days

Problem Management Professional (PMP)

2 Days

 x

Support Centre Manager (SCM) 3 Days

x

 

Other Training Courses

Brochure Duration

Public / Virtual

Online

On-Site

Managing Difficult Customer Situations Download Brochure 1 Day x x

Call Management Best Practice 1 Day x x

Service Management Best Practice

  1 Day x x

DevOps® Foundation  (certification course)

2 Days

x

x

DevOps® in the Enterprise Workshop    1 Day  x  x

RESILIA™ Foundation

3 Days  x

RESILIA Practitioner

  2 Days x

Incident Management (KEPNERandFOURIE approach)

2 Days x

Problem Management (KEPNERandFOURIE approach)

2 Days x

Major Incident Management Best Practice (ITIL® based)

1 Day X x

 

Training Cancellation and Transfer Policy