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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

 

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

Onsite

Online

ITIL Foundation v3

3 Days

ITIL Practitioner

2 Days

x

x

Service Catalogue

2 Days

x

x

x

ITIL Intermediate - Operational Support & Analysis (OSA) - Capability Module

4 Days
 

x

x

ITIL Intermediate - Service Offerings & Agreements (SOA) - Capability Module

4 Days
 

x

x

ITIL Intermediate - Release, Control & Validation (RCV) - Capability
Module

4 Days

x

ITIL Intermediate - Planning, Protection & Optimisation

  4 Days

x

x

ITIL Intermediate - Service & Design (SD) - Lifecycle Module

4 Days

x

x

ITIL Intermediate - Service Transition (ST) - Lifecycle Module

4 Days

x

x

ITIL Intermediate - Service Strategy (SS) - Lifecycle Module

4 Days

x

x

ITIL Intermediate - Service Operation (SO) - Lifecycle Module

4 Days

x

x

ITIL Intermediate - Continual Service Improvement (CSI) - Lifecycle
Module

  TBA

x

x

 

HDI® Training Courses

Brochure Duration

Public

Virtual

Onsite

Online

Customer Service Representative

1 Day

x

x

Support Center Analyst (SCA)

2 Days

x

Desktop Support Technician (DST)

2 Days

x

Support Center Team Lead (SCTL)

2 Days

x

Problem Management Professional (PMP)

2 Days

x

x

x

Technical Support Professional (TSP)

2 Days

x

x

x

Support Centre Manager (SCM)

2 Days

x

x

Knowledge‐Centered Service (KCSF) Foundation

1 Day

x

x

Knowledge‐Centered Service (KCSPr) Principles

2 Days

 x

x

 

Other Training Courses

Brochure Duration

Public

Virtual

Onsite

Online

(HDAA Non-Certified) Managing Difficult Customer Situations Download Brochure 1 Day x x

x

(HDAA Non-Certified) Call Management Best Practice 1 Day x x

x

(HDAA Non-Certified) Best Practice Service Management

  1 Day x x

x

(DevOps® Institute) DevOps Foundation (certification course)

2 Days

x

x

(Resilia™) Resilia Foundation (Cyber Resilience Best Practice)

3 Days x

x

(Resilia™) Resilia Practitioner (Cyber Resilience Best Practice)

  2 Days x x

         

 

Training Cancellation and Transfer Policy