Certification Courses

HDI provides training and testing for certification that equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.

Role and Knowledge Based

HDI certifications reflect the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Director. In addition, HDI offers certification in KCSSM Principles and ITIL Foundations. All HDI certifications are designed to build and advance the competencies of support professionals, providing their organizations with measurable assets.

Are you interested in achieving your own certification? Please take a look at the certification courses listed below. If you have any questions, please contact an account manager or call our Customer Care Center at 1.800.248.5667 for immediate assistance.

See both professional certification and professional development courses.

KCS is a service mark of the Consortium for Service Innovation.

Public Classroom
Virtual Classroom
Blended Learning
Online Course
Discover how to make every customer interaction exceptional.

Develop the skills to resolve incidents and create exceptional customer experiences.

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

Advanced technical skills for the level 2 or level 3 support professional.

Hone the essential leadership skills required to enhance team performance.

Tactically leverage people, processes, and technology to meet service demands.

Tactically leverage people, processes, and technology for extraordinary desk-side support.

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

This foundational level course focuses on the core ITIL service lifecycles and processes. ITIL 4 coming soon!

The ITIL® Practitioner certification provides an opportunity to learn how to apply the concept of “adapt and adopt” utilizing ITIL guidance

The ITIL® Practitioner certification provides an opportunity to learn how to apply the concept of “adapt and adopt” utilizing ITIL guidance

This workshop will establish what should be considered “normal service” within a company as well as determine business impact and prioritize incidents to “minimize disruption to the business.”

This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for service level management.

This certification course focuses on assisting with the planning and implementation performing reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing root cause analysis; developing workarounds; and proposing changes to resolve issues.

Save time and money with effective knowledge management.

Gain awareness of knowledge management best practices and concepts of the KCS methodology

Get certified to deliver HDI courses internally to your organization.

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

Exam Insurance

Extension or Exam Retake Fee

For volume purchases, contact an account manager or call 1.800.248.5667 for assistance.

Request information about onsite training.

Not an HDI member? Join now to receive discounts on training.