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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
Service Level Management Principles
Meet customer expectations through service level management methodologies
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Problem Management Principles
Gain a working knowledge of industry best practices related to problem management
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KCS Principles
Certification Available
Save time and money with effective knowledge management
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KCS Foundation
Certification Available
Gain awareness of knowledge management best practices and concepts of the KCS methodology
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Incident Management Principles
Discover why incident management is foundational to improving the support center's performance
Course Details
Extension or Exam Retake Fee
Extension or Exam Retake Fee
Course Details
Change Management Principles
Implement changes faster with less risk and at lower costs through effective change management
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XLA Foundation
Certification Available
This course is a first step toward building a career in the experience economy.
Course Details
Foundations in Service and Support Metrics
Establish what should be considered “normal service” within your company and prioritize incidents
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HDI Support Center Team Lead
Certification Available
Hone the essential leadership skills required to enhance team performance.
Course Details
HDI Support Center Director
Certification Available
Strategically lead the service and support organization and increase business value.
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HDI Support Center Analyst
Certification Available
Develop the skills to resolve incidents and create exceptional customer experiences.
Course Details
HDI Problem Management Professional
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.
Course Details
ITIL® 4 Foundation
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
Course Details
Essence of Experience
Certification Available
Gain a practical understanding of the anatomy of experience management.
Course Details
HDI Desktop Support Manager
Certification Available
Tactically leverage people, processes, and technology for extraordinary desk-side support.
Course Details
HDI Desktop Advanced Support Technician
Certification Available
Master the skills and processes for extraordinary Advanced Technical Support
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HDI Customer Service Representative
Certification Available
Discover how to make every customer interaction exceptional.
Course Details
HDI Support Center Manager
Certification Available
Tactically leverage people, processes, and technology to meet service demands.
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.