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of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI

About the Knowledge Base

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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

Support Centre Training 

Service Desk Training

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.

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

Every role in the support centre or service desk can benefit from HDI and ITIL certification training. From frontline help desk or support centre analysts to desktop support professionals, support centre managers and everyone between, HDI and ITIL certification indicates in-depth knowledge of best practices and industry standards. Built upon globally recognized industry standards developed by an international committee of industry experts and practitioners, HDI and ITIL training helps support centre organizations improve efficiency, increase service quality, and encourage professional development.

Certification courses that are available through HDAA, your Support Centre Association:


Is formal Service Desk Training really necessary?

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-honoured 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.

As a Service Desk Association, HDAA provides a range of training using various delivery methods. Our Service Desk Training provides internationally recognised qualifications to professionals who wish to progress in the IT Service and Support Industry; and specifically to help companies maximise the capability and effectiveness of their response within the Service and Support Industry.

Talk to HDAA now to discuss your Service Desk Training or Consulting needs.  T:1300 130 447