Support Center Certification FAQs

The following Frequently Asked Questions (FAQs) pertain to Support Center Certification. If you have a question that is not answered by one of the FAQs, please contact us for more information or call 1.800.248.5667 for immediate assistance.


  1. What are the benefits of becoming an HDI-Certified Support Center?
    Go to Support Center Certification Benefits to review the many benefits of achieving HDI Support Center Certification.
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  2. Who is responsible for maintaining the HDI Support Center Certification program?

    HDI is responsible for maintaining the certification program. The certification is based on the HDI Support Center Standard.

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  3. What is the HDI Support Center Standard?
    The HDI Support Center Standard is an aggregate of best practices and good practices from various global IT service management frameworks with a focus on the support center. The Standard leverages frameworks like the Information Technology Infrastructure Library® and best practices like Knowledge-Centered Support (KCSsm).
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  4. Who is responsible for maintaining the HDI Support Center Standard?

    The HDI International Standards Committee has the overall responsibility for maintaining all of the HDI Standards. The HDI Support Center Standard is reviewed at least bi-annually by the HDI Support Center Standard subcommittee. This subcommittee identifies updates and provides recommendations to the HDI International Standards Committee for approval. This process keeps the Standard current in an ever-evolving and maturing support industry.

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  5. How can I assess my support center's maturity compared to the HDI Support Center Standard?
    Take the HDI Support Center Self-Evaluation to find out how you might score during the certification audit.
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  6. It seems that our support center is fairly mature according to the Support Center Certification Standard. What should I do next?

    Congratulations! Contact HDI to get information on the audit and certification process.

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  7. What is the audit process?
    Once you engage HDI to perform the certification audit, you will receive an audit preparation package including pre-audit questionnaires, an interview schedule checklist and other materials to assist you in preparing for the audit. HDI will initiate logistics planning and assign an HDI-Certified auditor to perform the audit. The audit process includes:
    1. Planning: Self-evaluation and pre-audit document collection.
    2. On-site interviews, observation and review of confidential materials.
    3. Analysis: Off-site review of data collected and preparation of audit report and rating scores.
    4. Delivery: Presentation of the audit report and award of certification.
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  8. Is my support center officially certified once the audit is complete?

    No, once the on-site portion of the audit process is complete, the auditor must review the data collected and prepare a full audit report with the rating scores and his/her recommendation for certification. The report and all supporting documentation is then submitted to HDI for review. HDI will perform a quality review of the audit report, scoring and materials to confirm the auditor’s recommendation before announcing the final decision.

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  9. Is the HDI Support Center Certification renewable?

    Yes, maintaining the certification is required every two years in order to demonstrate continued commitment to the HDI Support Center Certification Standard.

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