Access Recordings of Past HDAA Workshops



Service Catalogue Workshop - 15 September 2021

The Service Catalogue is one of the most valuable elements of a comprehensive approach to service provision and, as such, it should be given proper care and attention.

Whether you are creating a new Service Catalogue or wanting to improve the Service Catalogue you already have, join us for some insights into what makes an effective Service Catalogue.
 

                  VIEW THE FULL RECORDING   only available to HDAA members

                   WORKSHOP PREVIEW


 


Cyber Security Workshop - 28 July 2021

So, do you think you can't be hacked?

Each year in Australia there are thousands of cyber breaches to businesses.
According to data from the Centre for Strategic and International Studies, Australia is the sixth most hacked country in the world.

Join us for a quick dive into Cyber Security, below are just a few of the things our presenter will be covering.
  • Information and Value
  • Introducing Cyber Resilience
  • Social Engineering techniques
  • Best Practice methods used to combat hackers
     

                 VIEW THE FULL RECORDING   only available to HDAA members

                  WORKSHOP PREVIEW



The Challenge Series Workshop, Session 4  - 25 November 2020

In session four, we interviewed Leigh Rollinson from the Australian Red Cross. Based in Victoria, Leigh and his team have faced many challenges throughout the COVID crisis and he is happy to share these experiences with other HDAA members. We are thankful that Leigh agreed to take valuable time out to share their experiences and perhaps give other members some ideas moving forward.


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The Challenge Series Workshop, Session 3 - 28 October 2020

In session three, we interviewed Richard Avent from the City of Melbourne. In the thick of things, particularly over the last few months, Richard has certainly faced a range of challenges on quite a number of fronts - all whilst under severe lockdown restrictions. We are thankful that Richard agreed to take valuable time out to share their experiences and perhaps give other members some ideas moving forward.
 

                   VIEW THE FULL RECORDING  only available to HDAA members
                   


 

The Challenge Series Workshop, Session 2 - 30 September 2020

In session two, we will interview Mia Richter and Craig Neiberding from Shared Services in the ACT. Mia has recently joined Shared Services from the Department of Defence and Craig is a seasoned veteran at Shared Services which looks after support for all ACT Government Departments. Mia will give us her perspective from Dept of Defence when the pandemic started and Craig from Shared Services. Both have quite different experiences through this trying time and we are thankful that they have agreed to take valuable time out to share their stories so far and perhaps give other members some ideas moving forward.

 

                  VIEW FULL RECORDING  only available to HDAA members

                 WORKSHOP PREVIEW


 

The Challenge Series Workshop, Session 1 - 25 August 2020

HDAA receives many requests from its members searching for ways to meet the challenges of today's dynamic situation. As such HDAA is scheduling a number of member only virtual workshops entitled "The Challenge Series". These will be virtual interviews with a cross section of HDAA members and focus on the challenges faced (and solutions applied) so far through the pandemic.

In session one, we will interview Linda Ford from the South West Alliance of Rural Health (SWARH). Working in Victoria in the health sector, Linda has been in the thick of it and we are thankful that she has agreed to take valuable time out to share her experiences and perhaps give other members some ideas moving forward.

 

                  VIEW FULL RECORDING  only available to HDAA members

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Improving Customer Experience through AI Workshop - 28 November 2019

The application of Artificial Intelligence (AI) means we can harness the algorithms for learning, reasoning and self-correction. By orchestrating the customer experience across multiple channels we are able to meet the needs of 5 generations within the workforce.

The challenge is how do we turn all the information into a better understanding of  our customers and delivering an improved experience ?
 

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Actioning the Service Value System through Building a Service Profile - 3 July 2019

ITIL4 introduces the SVS - an overarching service value system where every service has its own unique value chain beginning with an opportunity or demand and resulting in value creation for our customers.

These value chains rely on guiding principles plus the collaboration of components and activities from our delivery ecosystems.

To put this theory to work we will build a service profile.  Through service profiling we can visualise what a service collaboration looks like and what resources and capabilities are needed to support and enable the value chain.

Our key services also need a dashboard of important indicators and success factors. We will explore ITIL4's Reporting and Measurement practice plus what complimentary frameworks and standards can be leveraged to design an informative dashboard that supports good decision making and ongoing continual service improvement.

 

                    VIEW FULL RECORDING  only available to HDAA members

                    WORKSHOP PREVIEW
 


 

ITIL 4 : Are You Ready - 13 February 2019

The Fundamentals of Service Management remain as important today as ever before. The ITIL 4 framework provides evolving practical guidance on the application of new technologies and ways of working as they emerge. ITIL 4 also recognises that Customer Value must be at the heart of everything we do.

Workshop Outline

  • The similarities between ITIL v3 and ITIL 4, as well as what is different/new;
  • Explain the new ITIL 4 certification path and options to transition from ITIL v3 to ITIL 4;
  • Discuss the certification scenarios to help you to obtain your desired certification level:
  • If you are ITIL v3 certified learn how you can update your skills;
  • Discuss ITIL v3 relevance and whether your organisation should stay with ITIL v3 or migrate to ITIL 4;
  • What tools and support are available to help you make the change
     

                    VIEW FULL RECORDING  only available to HDAA members

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Major Incident Management Workshop -  15 November 2018

Join our speaker where she will talk about the Major Incident Management Process in an easy-going and relaxed atmosphere.
Walk away with ideas and knowledge that will get you closer to understanding or even improving your organisations approach to dealing with Major Incidents.
 

                      VIEW THE FULL RECORDING  only available to HDAA members


 

How Artificial Intelligence is Helping Support Organisations Shift Left Workshop  - 24 July 2018

Whilst all organisations have different cost structures and formulas for calculating cost per call, it is well understood the further left the call is resolved the lower the cost per call and typically the shorter the call resolution time.

Advancements in AI and semantic search technologies has made is possible to achieve a step change in self-service for customer service. However, there are several challenges that must be overcome for an organisation looking to adopt AI to shift their support organisation to the left.
 

                     VIEW THE FULL RECORDING  only available to HDAA members



Service Catalogue & the CMDB Workshop - 13 March 2018

In this workshop Christine will focus on the Service Catalogue & CMDB as the end game covering the core capabilities that must be developed to ensure the business benefits are realised and the customer expectations are met. Core capabilities covered will be:

  • Capability maturity
  • Organisational Change Management & Communication
  • Service Modelling
  • Process Management
  • Process Integration
  • Service Integration & Management
  • Governance
  • Transformation & the Business Case
     

                    VIEW THE FULL RECORDING  only available to HDAA members



Incident and Problem Management on Steroids Workshop   -  12 December 2017

Imagine if you could identify the reason an incident or problem occurred by asking just 5 questions? Simply asking the right person these uniquely structured questions, will deliver the right answer!

In this thought-provoking workshop learn how to use structured, repeatable templates and techniques on how to assess, analyse and restore an incident quickly, accurately, and permanently.

Our Speaker will show you how to identify the correct fault, identify the 'uniqueness' of this fault and use SME expertise to explain how this unique fault has occurred.
 

                    VIEW THE FULL RECORDING  only available to HDAA members



The State of Knowledge Workshop -  4 April 2017

The discipline of knowledge management had its origins in the 1980s, and though it's been an underutilised disciplineperhaps even unlovedthe tide is turning. While the ways we reuse what we know will be influenced by technological change, the human practices are evergreen and consistently useful, provided they are approached mindfully and with a strategic outcome in mind.

Our speaker will explain why knowledge management is now more important than ever and how that's becoming clear through new business and apps coming up through the start-up community.


                     VIEW THE FULL RECORDING  only available to HDAA members



Support in a Digital World Workshop -  27 July 2017

This thought-provoking workshop will cover:

  • Impact of cloud and digital on the capabilities needed for IT
  • Limitations of existing support models and frameworks
  • Using Value Stream maps to understand customer experience and service levels
  • Supporting Digital business products and services:
  • Customer intimacy using the personas concept
  • Potential impact of IoT on support volumes
  • The role of Bots in the support model
  • How we can use machine learning to sense and respond to service problems
  • Harnessing emerging frameworks including Scaled Agile, DevOps and IT4IT
  • How our ITSM skills can be leveraged more broadly in business
     

                   VIEW THE FULL RECORDING  only available to HDAA members



Service Culture and Beyond Workshop -  6 July 2016

What do customers really want?

Service Culture and beyond isn't just saying the customer is at the centre of everything we do.  It is that the customer and the Service Desk staff are at the centre of every decision you make as a leader in Service Desk.  Your staff want their value to be clearly understood and that it is making a difference for the customer. Your customers want their needs met and their business context at the forefront of how they are serviced.  They want the Desk to be an extension of their operations, not a nameless / faceless channel to get a ticket to 'someone'.  Customers want ownership of their experience, not as a value add, but as a standard in the Service Desk services, they've purchased. Service Desk is in a unique position to finally have more authority over the outcome these days.  That customer satisfaction is the underpinning measure for how they are delivering services and that feedback is fully expected from end users perhaps even solicited!


If you have seen one of these symptoms in your organisation, then this workshop will help:

  • Green SLA scorecard but low-end user satisfaction
  • Customer and staff are looking for leadership
  • Staff unhappy and feeling like they do all they can, but no-one is making the right decision to lift outcome
  • Credibility of the team is low, and escalations are increasing
     

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DevOps and ITSM - Better Together Workshop - 10 March 2016

Various industry analysts are predicting a wave of DevOps adoption in the enterprise in 2016.  In fact, it is already happening now in the Australian marketThis session will look at the business drivers, and the various upstream frameworks including Lean Start-up and Agile that make DevOps a "must have" capability in the Enterprise. Our speaker will then help define DevOps and place it in the context of Enterprise IT.  To round out the session our speaker will give some lessons learned and adoption approaches that are emerging.


                    VIEW THE FULL RECORDING  only available to HDAA members



Service Catalogue Workshop - 2 December 2015

In the past, IT organisations have seen service catalogues as silver-bullet solutions to IT problems, driven by the need to improve internal IT metrics. But this inward-facing agenda doesn't address today's business challenges, such as supporting mobile devices, Orchestration and Cloud Provisioning, Non-IT services and a 24×7 global workforce.


Our speaker explores the art of Service Catalogue management; how to create a Service Catalogue, and what to avoid; the challenges, benefits and 5 top tips on setting it up and improving it.


In this workshop you will learn:

  •      What is a Service Catalogue?
  •      Why should I have one?
  •      Some basic questions to ask
  •      How to create and maintain a Service Catalogue
  •      Industry best practice - some practical advice and Templates
  •      How does it fit in with Request fulfilment?
     

                   VIEW THE FULL RECORDING  only available to HDAA members



Continual Service Improvement (CSI) Workshop - 17 September 2015

Continual Service Improvement (CSI) isn't meant to be where we get to when all the other stuff is under control it's meant to be where we start! Too often the focus in IT Support is just to fix things. The starting point is Incident Management or Change Management or managing call volumes when the starting point should be Continual Service Improvement. Understand the context, find the vision, develop objectives, and make sure that all of these are consistent with each other.

If you feel as though you are constantly trying to improve but never getting anywhere; or you fix something, but it falls by the wayside, and you try something else, but that falls by the wayside too, then CSI is probably the missing link. CSI is the umbrella covering improvement; it is the context in which everything happens. Your activities and improvement initiatives shouldn't be a set of disconnected small projects, they should all be small steps heading in the one direction. If you make mistakes, then any mistakes can be stepped over and you move on.

The purpose of this workshop is to help you plan a way out of that feeling of constant activity.

If you have seen one of these symptoms in your organization, then this workshop will help:

  •          isolated initiatives which seem good, but don't stick
  •          a desire to improve, but not knowing where to start
  •          feeling overwhelmed about the gap between where you are and where you want to be
  •          can't see the forest for the trees
     

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