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 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
Knowledge Management Foundations: KCS Principles
- ITIL Foundation certification
- Knowledge Centered Support 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
Building Your Service Catalog
- ITIL v3 Foundation, v2 ITIL Practitioner - Agree & Define (IPAD), v3 Intermediate – Service Offerings & Agreements (SOA), or v3 ITIL Expert or ITIL Service Manager
- HDI Support Center Manager (HDI-SCM) certification
- Three years experience as a support center manager or related consulting experience
Knowledge-Centered Support Fundamentals
- Must be authorized to deliver the Knowledge Management Foundations: KCS Principles course