1300 130 447
make a knowledge base
available to end users
Source - HDI Report
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
Students studying in their pajamas or using scheduled training time at work only skims the surface of one of the benefits of online education: no physical class sessions. Students interact with engaging video content and complete electronic assignments with no need to fight traffic, leave work early for class, or miss important family time!
Online, self-paced training allows students to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access.
HDI Online Training Demonstration NOTE: ITIL Courses use a different portal
This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.
HDI Customer Service Representative training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.
Price $627 (non-member rate) This price includes the certification exam
Service and support center analysts provide frontline support and act as the primary point of contact for customers. It is important that these service and support professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst training focuses on support center strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process.
Price $935 (non-member rate) This price includes the certification exam
Desktop Advanced Support Technicians are trusted support advisors and advocates that focus on providing efficient and effective resolutions to customers as it relates to service requests, incidents, and problems escalated by the service desk and the business. This training focus on enhancing the image of the support organization by providing excellent customer service as well as increasing the productivity and capabilities of users, customers, and the business.
This certification validates that desktop and advanced technicians possess the required best practice knowledge and skills to provide quality technical support and guidance to stakeholders.
Price $935 (non-member rate) This price includes the certification exam
HDI Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.
This certification verifies that support professionals in a team lead or supervisor role possess the fundamental leadership skills necessary to provide operational support to the organization and the coaching skills necessary to promote staff development.
Price $1017.50 (non-member rate) This price includes the certification exam
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the implementation of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top-performing companies and often provides them with a competitive advantage.
In this course, you will gain an awareness of knowledge management best practices and be introduced to the fundamental concepts of the KCS methodology. This course can be used to build internal support for a new knowledge management initiative.
This HDI certification is for those individuals who want to demonstrate that they understand Knowledge-Centered Service (KCSSM) practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.
Price $715 (non-member rate) This price includes the certification exam
This PeopleCert®-accredited course outlines the ITIL best practices framework and prepares the participant for the ITIL Foundation 4 certification exam, a prerequisite for all other ITIL certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT service management.
Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs.
Price $440 (non-member rate) The price DOES NOT include the Certification exam
Price $803 (non-member rate)
This PeopleCert®-accredited course outlines the ITIL best practices framework and prepares the participant for the ITIL Foundation v3 certification exam, a prerequisite for all other ITIL certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT service management.
Price $363 (non-member rate) The price DOES NOT include the Certification exam
The Release, Control and Validation (RCV) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of RCV practices in order to enable the successful planning, testing and implementation of new services that meet the organization’s or users’ needs.
The content of the course is based mainly on the best practice guidance contained in the ITIL Service Transition publication.
Price $792 (non-member rate) The price DOES NOT include the Certification exam
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