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of organisations
 make a knowledge base
available to end users 

Source - HDI Report

About the Knowledge Base

Quick access for subscribers:

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

Training Overview

Training & Development Icon 

"To make knowledge productive, we will have to learn to see both forest and tree.
We will have to learn to connect."
Peter Drucker

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 APMG assure you of certification standards that outline the industry's best practices and guide service and support professionals toward excellence. Through our Learning Program, we have certified 1000's of Service and Support Professionals.

Whether you're an analyst, a team leader or responsible for an entire IT service department 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. The program imparts the business processes and soft skills required to increase productivity, profitability, and ongoing capability throughout IT Service Management (ITSM).

One study indicates that "Employees who receive formal job training reach 'standard' performance levels 72% faster, generate 70% less waste, and are 130% better at customer troubleshooting than employees who learn their jobs through the time-honored and highly inefficient 'watch Jill for a few hours, and then we'll turn you loose on customers' approach."

Organisations need highly capable employees. Ninety percent (90%) of respondents to a recent McKinsey Quarterly Survey said that 'building capabilities' is a top-ten priority for their organisation. Only twenty-five (25%) though, said that their programs are effective at improving performance measurably, and only eight (8%) track the programs' return on investment (ROI).

The true ROI of Training and Development is focused on assessing whether your staff learned anything that improved your business performance through Reaction, Learning, Behaviour and then Results.

HDAA's evaluation forms are a great source of feedback and show consistent results in the quality of courseware content, trainer delivery and assessment of the organisation's ROI.

Training Graph

Our members receive great savings on our public training courses and for larger organisations, onsite training courses provides fantastic per head investment. To see the value received by your membership level, go to our Training Course Price Guide here.

Public Training Courses are held in Sydney, Melbourne, Brisbane and Canberra, while On-site training can be provided anywhere within Australia and New Zealand.

- View our Course Catalogue.

- View our Training Calendar.

- View our Price Guide.

- View our Learning Methods.

- View our Exam Information.

For more information, please contact HDAA on T: 1300 130 447