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Course Type:


Improve your team’s knowledge surrounding artificial intelligence (AI) and automation!
Meet customer expectations through service level management methodologies
Gain a working knowledge of industry best practices related to problem management
Certification Available
Save time and money with effective knowledge management
Certification Available
Gain awareness of knowledge management best practices and concepts of the KCS methodology
Discover why incident management is foundational to improving the support center's performance
Extension or Exam Retake Fee
Implement changes faster with less risk and at lower costs through effective change management
Certification Available
The final Experience level class which enables learners to build and manage XLAs.
Establish what should be considered “normal service” within your company and prioritize incidents
Certification Available
This course is a first step toward building a career in the experience economy.
Certification Available
Tactically leverage people, processes, and technology to meet service demands.
Certification Available
Strategically lead the service and support organization and increase business value.
Certification Available
Develop the skills to resolve incidents and create exceptional customer experiences.
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
Gain a practical understanding of the anatomy of experience management.
Certification Available
Tactically leverage people, processes, and technology for extraordinary desk-side support.
Certification Available
Master the skills and processes for extraordinary Advanced Technical Support
Certification Available
Discover how to make every customer interaction exceptional.
Certification Available
Hone the essential leadership skills required to enhance team performance.
Certification Available
Explore and address the major areas that affect one's ability to troubleshoot effectively.

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.

Private Group Training

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

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.