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This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model
Certification Available
Strategically lead the service and support organization and increase business value.
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 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.
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 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.
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
Get certified to deliver HDI courses internally to your organization.
Certification Available
Explore and address the major areas that affect one's ability to troubleshoot effectively.
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.
Implement changes faster with less risk and at lower costs through effective change management.

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.