Colorado Springs, Colo. – May 16, 2006 – HDI, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced today the availability of training for its newest certification level, the HDI Support Center Team Lead.

The new course prepares attendees to strive for excellence in their challenging role, and introduces key concepts to help participants prepare for their HDI Certification examination. This intensive new course is available online as well as through instructor-led training, which includes lectures, exercises, role plays and discussions focused on best practices for support center operations and instructs participants on how to effectively coach and lead a team.

HDI's SCTL course teaches best practices for support center operations, effective leadership and management skills, team building and motivational techniques, how to manage stress and conflict, the importance of support center metrics and provides an introduction to service management ITIL processes.

HDI offers the world's most prestigious certification for service and support professionals. The certifications are based on internationally recognized open standards developed by global committees of practitioners and industry experts. HDI certifies at four levels: HDI Customer Support Specialist (HDI CSS), HDI Help Desk Analyst (HDA), Support Center Team Lead (HDI SCTL) and HDI Help Desk Manager (HDI HDM).

The full HDI SCTL Certification Standards document is available for download on the HDI website at: Availability & Pricing:
For HDI members, the cost of the new HDI SCTL training class is $1,295. For non-members, the cost is $1,395. The course is available both online and through instructor-led training. For more information, visit or call (800) 248-5667.

About HDI
HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification and training, HDI produces the world's largest and highest-rated event for service and support professionals, the HDI Annual Conference & Expo. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing across its global association network. HDI has more than 7,500 members worldwide including most of the Fortune 500, 60 local chapters in North America and membership offices on every continent. For more information, visit


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