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of organisations have a knowledge management program in place.
Source - The State of User-Facing
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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 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 manager 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 10,000s.
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 bring years of real-world experience to your training, preparing you for the certification exam (if applicable) while delivering comprehensive and intimate knowledge of the Service and Support industry. Public training courses are currently held in Sydney, Melbourne, and Brisbane while on-site training courses can be supplied anywhere within Australia and New Zealand.
ITIL® Training Courses
ITIL Foundation v3
ITIL 4 Foundation
Apollo 13 Simulation Training
ITIL Intermediate - Operational Support & Analysis (OSA) - Capability Module
ITIL Intermediate - Service Offerings & Agreements (SOA) - Capability Module
ITIL Intermediate - Release, Control & Validation (RCV) -
HDI® Training Courses
Customer Service Representative
Support Center Analyst (SCA)
Desktop Advanced Support Technician (DAST)
Support Center Team Lead (SCTL)
Support Centre Manager (SCM)
Knowledge‐Centered Service (KCSF) Foundation
Knowledge‐Centered Service (KCSPr) Principles
Other Training Courses
(HDAA Non Certified) Major Incident Management Best Practice
(Resilia™) Resilia Foundation (Cyber Resilience Best Practice)
(Resilia™) Resilia Practitioner (Cyber Resilience Best Practice)
PeopleCert DevOps Fundamentals
DevOps Foundation (DOI)
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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
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