HDI Course Catalog

Every role in the support center can benefit from HDI certification and training. From frontline help desk analysts to desktop support professionals, support center directors and everyone between, HDI certification indicates in-depth knowledge of best practices and industry standards. Built upon globally recognized industry standards developed by an international committee of industry experts and practitioners, HDI training helps support center organizations improve efficiency, increase service quality, and encourage professional development.

Review HDI course policies

Public Classroom
Virtual Classroom
Blended Learning
Online Course
Discover how to make every customer interaction a great one.

Develop the skills to create exceptional customer experiences.

Master the skills and processes for extraordinary desk-side support.

Hone the essential leadership skills required to enhance team performance.

Leverage people, processes, and technology to meet service demands.

Master the skills and processes for extraordinary desk-side support.

Strategically lead the service and support organization and increase business value.

This course was formerly known as Knowledge-Centered Support Fundamentals.

This course was formerly known as Knowledge Management Foundations: KCS Principles.

Refine your problem management skills to handle incidents before they begin.

Gain or further your recognition as an industry expert when you get authorized to deliver HDI courses.

Learn the language of IT Service Management and the processes that support it.

Learn the skills and techniques that will make you an effective coach and improve your relationships.

Coaching skills to improve quality processes and practices in technical service and support organizations.

Develop the core project management skills required for instigating change in your organization.

Learn how creating a service catalog establishes and maintains customer expectations.

Implement changes faster with less risk and at lower costs through effective change management.

Provides a basic understanding of virtualization and cloud computing concepts.

Addresses the business and technical aspects of cloud computing, including adoption, operation, and governance.

Develop proactive strategies for coaching service and support staff.

Improve your understanding of the business and financial aspects of your role as a technical manager.

Learn how to use best practice methodologies for incident management implementation.

Enhance communication within organizations by developing cooperative teams that get results with cohesive, productive working relationships.

Develop a culture of teamwork and trust that affects a team’s productivity, effectiveness, and morale.

Quality is a word that you hear so often but it frequently lacks real substance because of the varying definitions that most people seem to have.

Learn the principles behind effective release management.

Learn how to implement best practice methodologies for service level management.

Focus on the customer-facing processes that will increase the value of IT services to the business.

Explore and address the major areas that affect one's ability to troubleshoot effectively.

Learn the metrics you should use to measure individual, team, and organizational performance.

What do metrics mean and why are they important? Take an in-depth look at ITIL 2011 Edition service management metrics.

Addresses the business and technical aspects of virtualization, including operation and governance.

Integrate all aspects of workforce management to develop skills and meet service demands.

ITIL® is a registered trade mark of AXELOS® Limited.
AXELOS® is a registered trade mark of AXELOS® Limited.
IT Infrastructure Library® is a registered trade mark of AXELOS® Limited.
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For volume purchases, contact an account manager or call 1.800.248.5667 for assistance.

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Need a solution for training many people in multiple locations?

HDI's online training is the answer.