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HDI - ITSM Consulting Company

HDI Support Center Analyst (HDI-SCA)

Certification

After completing our comprehensive training program, your team members will have the opportunity to earn their HDI Support Center Analyst (HDI-SCA) certification. This certification serves as a testament to their expertise in enhancing support center strategies and delivering exceptional customer service. It highlights their proficiency in problem-solving, troubleshooting, effective contact handling, incident management, and communication skills, while also introducing them to foundational service management processes.

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Training

Are you looking to enhance your support center strategies and take your customer service skills to the next level? Look no further than the HDI Support Center Analyst (HDI-SCA) training program. This program equips professionals with essential skills to deliver exceptional support experiences, maximizing problem-solving and troubleshooting abilities.

Key Features of the HDI-SCA Training Program

Comprehensive Focus:

  • Contact handling procedures
  • Incident management
  • Communication skills
  • Service management processes

Holistic Skills Development:

  • Beyond technical expertise
  • Enhances overall customer service capabilities 

Impact:

  • Leaves a lasting impact on your team
  • Improves customer satisfaction

Course Sneak Peek
Get an inside look at HDI’s Support Center Analyst course, with lessons from the official workbook!

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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.

Preview the HDI-SCA Workbook

See sample lessons from the official student workbook before you enroll.

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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

Course FAQ's

It depends on the format. The self-paced online course takes about 10 to 12 hours to complete and comes with 12 weeks of access. The live virtual classroom runs two days, 9:30 AM to 5:30 PM ET each day. The self-study option has no fixed schedule and is worked through at your own pace.

HDI-CSR covers essential customer service skills and is the shorter of the two, about 5 to 6 hours self-paced with a 35 question exam. HDI-SCA goes further into incident management, prioritization, escalation and troubleshooting, takes about 10 to 12 hours self-paced, and has a 65 question exam. If your job is resolving technical incidents, take HDI-SCA. If your job is customer-facing service without the technical incident work, HDI-CSR is the better fit.

The exam is 65 multiple choice questions with a 75 minute time limit, and a score of 80 percent or higher is required to pass. Process and Procedures is by far the heaviest section at 45 percent, followed by Resources at 20 percent. Leadership, Policy and Strategy, and People Management are 10 percent each, and Performance Results is 5 percent.

There are three options. Self-study is $699 and includes a PDF student manual, the certification standard and three exam attempts. The self-paced online course is $849 with 12 weeks of access. The live virtual classroom is $1,699, with early registration pricing of $1,599 available on selected dates.

Frontline technical support staff who need to manage and prioritize incidents, reduce escalations, and handle difficult customers, and anyone preparing for the HDI Support Center Analyst certification exam. If you are already leading a team rather than working the queue, HDI Support Center Team Lead is the better fit.

Exam retakes are available for $99 each. The self-study option includes three exam attempts as part of its $699 price. If you need more time before sitting the exam, a 28 day extension is available for $50, and an optional practice test is available for $79.

Online Course

Add to Cart Price: $849

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.

Learn more about the self-paced learning option.

View the Online Course FAQs.

Virtual Classroom

Calendar Price: $1,699

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.

View the Virtual Classroom FAQs

Private Group Training

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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.

Self-Study

Add to Cart Price: $699

HDI-SCA Course Certification Bundle
Includes PDF student manual with certification standard and three exam attempts.
Please allow one business day to process your order.

HDI Corporate Training Program

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.
On Demand
HDI Support Center Analyst Price: $849.00 More Info Add to Cart
Nov 03, 2026 - Nov 04, 2026
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Nov 30, 2026 - Dec 01, 2026
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Jan 12, 2027 - Jan 13, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Feb 09, 2027 - Feb 10, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Mar 11, 2027 - Mar 12, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Apr 06, 2027 - Apr 07, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
May 11, 2027 - May 12, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Jun 08, 2027 - Jun 09, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Jul 13, 2027 - Jul 14, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Aug 11, 2027 - Aug 12, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Sep 14, 2027 - Sep 15, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Oct 12, 2027 - Oct 13, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Nov 09, 2027 - Nov 10, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
Dec 09, 2027 - Dec 10, 2027
HDI, Virtual Classroom 		HDI Support Center Analyst Price: $1,699.00 More Info Add to Cart
 

Certification Exam

The certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.

The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.

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

Add To Cart

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

Exam Retakes

Add To Cart

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

Practice Test

Add to Cart

Price: $79.00

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.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
ITIL Accredited Training Organization
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