Access Recordings of Past HDAA Workshops
 "Smash the value button - Webinar workshop 8th Aug 2023")
Smashing the value button, Members Workshop * (9 August 1:30pm)
HDAA's next member workshop topic is 'Smashing the value button'
We hope you and your staff can join us to go in-depth about how to smash th...
Read More "Cyber security Top ten Workshop 6th April 2023")
This webinar was conducted online with HDAA members on Thursday 6th April 2023.
As cyber threats continue to increase in frequency and complexity, it is critical for organizations to be proactive in identifying and addressing potential vulnerabilities. In this workshop, ...
Read More "Major Incident Management Workshop 30th Nov 2022")
Join us to look at how you can be better prepared with a well structured major incident response plan to ensure a measured and controlled response to the incidents you are facing. Dean Toovey will explain and give away some tips and tricks you will value for years to come...
Read More "Extreme Shift Left Workshop - 2 June 22")
Breif Overview of Workshop :
Integrating AI into ITSM can bring many benefits, like -
Automating repetitive and boring tasks
Improving End User Experience &
Freeing up staff for more pro-active work
Join us to look at how and why you should be using AI t...
Read More "Problem Solving Smarter Workshop - 17 February 22")
Breif Overview of the Workshop :
Watch Andrew Sauter giving an overview on the following topics
Triage your incidents more effectively
Using a Conversational Structure to Problem Solving
Guiding your clients through a Problem Solving Path
Worksh...
Read More "ITIL 4 - Finding Your Pathway Workshop - 17th Nov 2021")
Brief Overview of the Workshop :
Our November members workshop was on 'ITIL®4 - Finding Your Pathway'.
We looked at the following areas;
Finding your pathway through ITIL4
Why get certified and what is value
ITIL Managing Professional S...
Read More "Service Catalogue Sept Workshop - 15 September 21")
Brief Overview of the Workshop:
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...
Read More "Cyber Security Workshop -28 July 21")
Brief Overview of the Workshop:
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...
Read MoreEach 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 Challenge Series Workshop - Session 4 - 25 November 20")
Brief Overview of the Workshop:
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 ...
Read More "The Challenge Series Workshop - Session 3 - 28 October 20")
Brief Overview of the Workshop:
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 ...
Read More "The Challenge Series Workshop - Session 2 - 30 September 20")
Brief Overview of the Workshop:
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 ...
Read More "The Challenge Series Workshop - Session 1 - 25 August 20")
Brief Overview of the Workshop:
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 ...
Read More "Improving Customer Experience through AI Workshop - 28 November 19")
Brief Overview of the Workshop:
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 generatio...
Read More "Actioning the Service Value System through Building a Service Profile Workshop - 3 July 19")
Brief Overview of the Workshop:
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 guidin...
Read More "ITIL 4 - Are You Ready Workshop - 20 February 19")
Brief Overview of the Workshop:
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 th...
Read More "Major Incident Management Workshop - 15 November 18")
Brief Overview of the Workshop
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 appr...
Read MoreWalk away with ideas and knowledge that will get you closer to understanding or even improving your organisations appr...
Brief Overview of the Workshop
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.
...
Read More "Service Catalogue & the CMDB Workshop - 13 March 18")
Brief Overview of the Workshop
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 capabil...
Read More "Incident and Problem Management on Steroids Workshop - 12 December 17")
Brief Overview of the Workshop
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 lear...
Read More "Support in a Digital World Workshop - 27 July 17")
Brief Overview of the Workshop
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 level...
Read More "The State of Knowledge Workshop - 4 April 17")
Brief Overview of the Workshop
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 chang...
Read More "Service Culture and Beyond Workshop - 6 July 16")
Brief Overview of the Workshop
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 l...
Read More "DevOps and ITSM - Better Together Workshop - 10 March 16")
Brief Overview of the Workshop
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 framew...
Read More "Service Catalogue Workshop - 2 December 15")
Brief Overview of the Workshop
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, su...
Read More "Continual Service Improvement (CSI) Workshop - 17 September 15")
Brief Overview of the Workshop
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 Incide...
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