What You Will Learn

• The process of incident management, from detection and recording to closure.
• Critical thinking skills to resolve incidents quickly and consistently.
• The value of service management processes and the role they play in providing quality support.
• An awareness of the core help desk processes and best practices.
• Valuable active listening skills and effective communication strategies.
• Proven techniques for improving customer interactions.
• Effective support center strategies for managing difficult customers.

Who Should Attend?

• Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction
• Individuals who are preparing for the HDI Support Center Analyst certification exam

Course Outline

Unit 1: Role of the Support Center Analyst Support Industry Evolution The Role of the Analyst The Value of the Analyst The Future of Service and Support Unit 2: Structural Framework of Service and Support Understanding the Business Structural Components Overview Strategy Services Service Level Management Standard Operating Procedures Business Alignment Unit 3: Service Management Processes Best Practices for Service and Support Incident Management Request Fulfillment Access Management Security Management Knowledge Management Unit 4: Tools, Technology, and Service Delivery Systems Thinking Approach ITIL Support Tools and Technology Support Delivery Methods Social Media

Unit 5: Understanding Metrics Systems Thinking - Applied to Metrics Metrics Dashboards Quality Assurance Unit 6: Communication Essentials Communication Essentials Active Listening Voice Components Effective Word Choices Written Communication Effective Cross-Cultural Communication Unit 7: Troubleshooting & Incident Management Troubleshooting and Problem-Solving The Incident Management Process Unit 8: Customer Management Skills Challenging Customer Behaviors Emotional Intelligence Expressing Empathy Managing Customer Behaviors Unit 9: Personal & Professional Development SWOT Assessment Personal Development Skills Overview Time Management Stress Management Managing Your Career

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Member Price: $1,399 | Price: $1,499

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

• Minimize the impact on your daily schedule by only training eight hours a day for two days.
• Learn only what you need to with targeted, topic-specific courses.
• Ask questions and interact with the instructor.

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Member Price: $1,399 | Price: $1,499

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

• Maintain adequate coverage in your support center by staggering training dates.
• Focus on learning by being out of the office.
• Structured discussions facilitate networking and learning from real-world experiences.
• To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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Member Price: $699 | Price: $749

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 10-12 hours to complete.

• Learn virtually anytime, anyplace, and at any pace.
• Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
• Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Exam retakes are available for a $99 fee. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course FAQs.

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

• Control class size and pick training dates that accommodate your business schedule.
• Focus on your organization’s key issues and pain points.
• Save money. With groups of eight or more, this option is often more cost effective.
• To learn more about this program, contact an account manager or call 1.800.248.5667.

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HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

• Learning is facilitated by someone who knows your business intimately.
• Your instructor can customize specific areas (e.g., show actual company reports).
• Your company controls the training schedule.
• To learn more about this program, contact an account manager or call 1.800.248.5667.

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Certification Exam

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The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 6 weeks of purchase.

The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the   certification exam. This information is provided to help you focus as you prepare for the exam.

Category	Weighting %
Leadership	10 %
Policy and Strategy	10 %
People Management	10 %
Resources	20 %
Process and Procedures	45 %
Performance Results	5 %

Exam Extensions

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A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

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Exam retakes can be purchased for a fee of $99.

Exam Insurance

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Exam insurance now available.

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Standard

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HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam. For those who purchase a certification and training course, the certification standard is already included in the price of a course.

If you are a member, you may download the standard or you can purchase the HDI Support Center Analyst (HDI-SCA) Certification Standard for $29.

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Practice Test

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HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

• Each practice test is 30 questions and must be completed in 35 minutes
• You may take multiple tests
• Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.

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