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Course Type:


Certification Available
Discover how to make every customer interaction exceptional.
Certification Available
Develop the skills to resolve incidents and create exceptional customer experiences.
Certification Available
Master the skills and processes for extraordinary Advanced Technical Support
Certification Available
Hone the essential leadership skills required to enhance team performance.
Certification Available
Tactically leverage people, processes, and technology to meet service demands.
Certification Available
Tactically leverage people, processes, and technology for extraordinary desk-side support.
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.
This workshop explores the various components of the Planning and Management process of the contact center
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
Certification Available
Gain a practical understanding of the anatomy of experience management.
Certification Available
This course is a first step toward building a career in the experience economy.
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 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
Certification Available
Explore and address the major areas that affect one's ability to troubleshoot effectively.
Transform your organization’s service experience at all levels by improving your team’s knowledge surrounding artificial intelligence (AI) and automation!
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.

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.