HDI Training Philosophy:Our Support and Service Management education and consulting services are built with the philosophy to provide our customers with a consultative, application-based, interactive learning experience.

Our goal is for our customers to take what they have learned and apply it in their environment immediately. We will provide you with the knowledge, resources, and guidance to improve your service management and support capabilities. From the boardroom to the classroom, from executive level to the in the trenches analyst – we have solutions, training, and knowledge to help our customers succeed personally and professionally.

Our training is guided by Support and Service Management Consultants who lead our customers by providing expert instruction based on years of in the trenches, real-world, been there, seen that, experience.

Browse our catalog and learn how HDI can help you and your team excel.

Choose Your Course:

Course Type:

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 Advanced Technical Support
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.
Certification Available
This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model
Certification Available
This workshop focuses on designing, implementing, managing, and optimizing these core service management processes: Incident Management, Problem Management, Change Management and Service Level Management.
Certification Available
This workshop explores the various components of the Planning and Management process of the contact center, from Service Level/Response Time Objectives, Data Collection and Forecasting, to Real-Time Management and Reporting and Analysis.
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
Certification Available
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.”
Certification Available
This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for service level management.
Certification Available
This interactive session will cut through the clutter to discuss the real intent and value of the CMDB.
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.
Explore and address the major areas that affect one's ability to troubleshoot effectively.
Certification Available
Implement changes faster with less risk and at lower costs through effective change management.
Certification Available
The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.
Extension or Exam Retake Fee

Course Delivery Methods

Online Training

Participants can log on to these Web-based courses anytime, day or night, for 12 weeks from the registration date. Any call center, help desk, or service desk professional can easily fit this independent learning experience into his or her schedule.

Onsite Training

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

Public Classroom

HDI offers our most popular courses throughout North America in major metropolitan areas. View the course calendar.

Virtual Classroom

HDI’s Virtual Classroom training is a popular choice for those looking for a convenient yet undiminished learning experience without the cost and hassle of travel. These scheduled courses allow you to minimize the impact on your daily schedule with live, interactive, instructor-led training via web conferencing.

ITIL Accredited Training Organization
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.