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.
HDI U allows professionals at all levels to receive training at once! Learn more about HDI U and see when it's coming to your part of the country.
Review HDI course policies
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.
For those who have completed the HDI Support Center Manager course and wish to earn the HDI Desktop Support Manager certification as well.
Strategically lead the service and support organization and increase business value.
Save time and money with effective knowledge management.
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.
Develop strategies for implementing proactive and reactive problem management.
Boost quality, drive performance improvement, and increase agent commitment.
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.
Learn the skills and techniques that will make you an effective coach and improve your relationships.
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.
Gain awareness and understanding of the ITIL v3 best practice framework.
Learn and implement knowledge management best practices.
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.
Leverage problem management methodologies to take your support center to a higher level.
Learn the principles behind effective release management.
Learn how to implement ITIL 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.
Integrate all aspects of workforce management to develop skills and meet service demands.