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Individual Certification and Training

HDI teaches the customer service skills and service management processes required to provide quality IT service and support. Each HDI Certification reflects the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director.



HDI Roadshow

We’re bringing the best to you!

HDI is bringing four of the most popular sessions from our 2010 World Conference directly to you. These informative, in-depth sessions will inspire your IT service and support team to provide exceptional support services.

At a time when external customers are fickle and disgruntled end-users can call your CIO, your entire support team needs to evaluate their strengths and weaknesses – and develop an action plan toward improvements. This conference will highlight the key areas of service strategy, critical performance metrics, leadership, and process improvement.




Support Center Services

HDI Support Center Certification

HDI Support Center Certification is an award that recognizes a support center's commitment to excellence, efficiency, and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee, which consists of more than 25 practitioners and experts from around the world. The certification program conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM).

HDI Support Center Self-Evaluation

Learn how you might score during the HDI Support Center Certification Audit! This online tool enables you to evaluate your support center based on the HDI Support Center Standard. The Self-Evaluation is free fro HDI Members with a gold membership or higher. Everyone else can purchase a three-month subscription for only $500.

HDI Support Center Maturity Assessment

Based on the HDI Support Center Maturity Model and the HDI Support Center Certification Standard, this service offers an independent, third-party review of your support center operations, a comprehensive report of its maturity level, and recommendations for improvement. Recommendations consider your company’s environment, constraints, culture, goals, and objectives.
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