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HDI Course Catalog

Choose Your Course:
Course Type:
Artificial Intelligence in the Support Organization
Improve your team’s knowledge surrounding artificial intelligence (AI) and automation!
Course Details
HDI Customer Service Representative
Certification Available
Discover how to make every customer interaction exceptional.
Course Details
HDI Desktop Advanced Support Technician
Certification Available
Master the skills and processes for extraordinary Advanced Technical Support
Course Details
HDI Desktop Support Manager
Certification Available
Tactically leverage people, processes, and technology for extraordinary desk-side support.
Course Details
Experience Essentials
Gain a practical understanding of the anatomy of experience management.
Course Details
ITIL® 4 Foundation
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
Course Details
HDI Support Center Analyst
Certification Available
Develop the skills to resolve incidents and create exceptional customer experiences.
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HDI Support Center Director
Certification Available
Strategically lead the service and support organization and increase business value.
Course Details
HDI Support Center Manager
Certification Available
Tactically leverage people, processes, and technology to meet service demands.
Course Details
HDI Support Center Team Lead
Certification Available
Hone the essential leadership skills required to enhance team performance.
Course Details
Experience Foundation
Certification Available
This course is a first step toward building a career in the experience economy.
Course Details
Experience Practitioner
Certification Available
The final Experience level class which enables learners to build and manage XLAs.
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Change Management Principles
Implement changes faster with less risk and at lower costs through effective change management
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Extension or Exam Retake Fee
Extension or Exam Retake Fee
Course Details
Incident Management Principles
Discover why incident management is foundational to improving the support center's performance
Course Details
KCS Foundation
Certification Available
Gain awareness of knowledge management best practices and concepts of the KCS methodology
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KCS Principles
Certification Available
Save time and money with effective knowledge management
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Problem Management Principles
Certification Available
Gain a working knowledge of industry best practices related to problem management
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Service Level Management Principles
Meet customer expectations through service level management methodologies
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Foundations in Service and Support Metrics
Establish what should be considered “normal service” within your company and prioritize incidents
Course Details
Troubleshooting and Problem-Solving Bootcamp
Certification Available
Explore and address the major areas that affect one's ability to troubleshoot effectively.
Course Details

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.