Course-Specific Prerequisites

All HDI Certified Instructors are required to provide a copy of their resume to HDI as a part of the application process. It is recommended that instructors have two years experience as a support center analyst, team lead, manager, trainer, or related consulting experience. In addition, each HDI course may have additional prerequisites that the instructor must satisfy in order to be authorized to deliver that specific course. Below are the prerequisites for delivering each HDI course:

HDI Customer Service Representative (HDI-CSR)

  • No prerequisites
  • Instructors authorized to deliver the following courses are automatically authorized to deliver HDI-CSR:
    • HDI Support Center Analyst (HDI-SCA)
    • HDI Desktop Support Technician (HDI-DST)

    HDI Support Center Analyst (HDI-SCA)

    • ITIL Foundation certification recommended
    • Instructors who are authorized to deliver HDI-DST may deliver HDI-SCA after passing the HDI-SCA certification at the mastery level. The requirement to attend the HDI-SCA course is waved.

    HDI Desktop Support Technician (HDI-DST)

    • ITIL Foundation certification recommended
    • Instructors who are authorized to deliver HDI-SCA may deliver HDI-DST after passing the HDI-DST certification at the mastery level. The requirement to attend the HDI-DST course is waved.

    HDI Technical Support Professional (HDI-TSP)

    • ITIL Foundation certification recommended

    HDI Support Center Team Lead (HDI-SCTL)

    • ITIL Foundation certification

    HDI Support Center Manager (HDI-SCM)

    • ITIL Foundation certification
    • Three years experience as a support center manager or related consulting experience
    • Knowledge of other IT Service Management frameworks recommended, such as ISO/IEC 20000 and KCS

    HDI Desktop Support Manager (HDI-DSM)

    • ITIL Foundation certification
    • Three years experience as a desktop support manager or related consulting experience
    • Knowledge of other IT Service Management frameworks recommended, such as ISO/IEC 20000 and KCS

    HDI Support Center Director (HDI-SCD)

    • ITIL Foundation certification
    • HDI Support Center Manager (HDI-SCM) certification
    • Three years experience as a support center director or related consulting experience
    • Knowledge of other IT Service Management frameworks recommended, such as ISO/IEC 20000 and KCS

    HDI Problem Management Professional (HDI-PM)

    • Required: Operational Support & Analysis certificate (one of the intermediate ITIL capability modules)
    • Suggested: ITIL Expert certificate

    KCS Foundation

    • Must be authorized to deliver the KCS Principles course

    KCS Principles

    • ITIL Foundation certification
    • KCS¬†Principles certification
    • Three years experience with Knowledge Management

    Support Center Metrics and Measurements

    • ITIL Foundation certification
    • HDI Support Center Manager (HDI-SCM) certification
    • Three years experience as a support center manager or related consulting experience