Course-Specific Prerequisites | HDI

All Certified Instructors are required to provide a copy of their resume to HDI as a part of the application process. It's 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, by 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 Desktop Advanced Support Technician 

HDI Support Center Analyst (HDI-SCA)

  • ITIL Foundation certification recommended

HDI Desktop Advanced Support Technician (HDI-D/AST)

  • ITIL Foundation certification recommended

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 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 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 service management frameworks recommended, such as ISO/IEC 20000 and KCS

HDI Problem Management Professional (HDI-PM)

  • ITIL Operational Support & Analysis certificate
  • ITIL Expert certificate recommended

KCS Foundation

  • Must be authorized to deliver the KCS Principles course

KCS Principles

  • ITIL Foundation certification
  • KCS Principles certification
  • Three years' experience with knowledge management

Service Management Optimization

  • ITIL Foundations certification
  • DevOps Foundations certification
  • Experience with implementing service management processes

Incident Management, Problem Management, Service Level Management, Release Management, and/or Configuration Management

  • ITIL Foundations certification
  • Experience with implementing service management processes

Support Center Coaching and/or Monitoring and Coaching

  • Three years' experience in management, leading a team

Quality Form Development Workshop

Blending Sales and Service

Managing Customer Contacts with Quality

Managing Difficult Customers

  • ITIL Foundations certification recommended