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
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."
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
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
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
W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER