Candidates seeking HDI Troubleshooting and Problem-Solving certification must be able to demonstrate their knowledge of the following competencies: Problem-Solving Skills, Troubleshooting, the Structured Problem-Solving Approach, Problem-Solving Methods, and Problem-Solving Techniques.


The Troubleshooting and Problem-Solving Bootcamp is a two-day, next level certification course that focuses on methodologies and techniques for effective troubleshooting and problem-solving skills from a general perspective as it applies to all levels of IT. 

Designed around skills and techniques that can be implemented in any type of service and support organization using a variety of practices and methodologies. 

We won't just tell you about strategies and techniques, you will actually get to apply them in class through hands-on exercises. The certification for this course includes an exam.

Course Sneak Peek
Get an inside look at HDI’s Troubleshooting and Problem-Solving Bootcamp course, with lessons from the official workbook!
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What You Will Learn

The competency of problem-solving as a skill and how the skill is involved in the processes of troubleshooting and problem-solving:

  • Trouble shooting strategies and techniques that work
  • Structured problem-solving approach that works with all service management methodologies
  • Techniques for performing root cause analysis
  • Introduces various methodologies for problem-solving approaches and when/why it’s best to use one approach over another
  • Explores a variety of techniques that can be used when troubleshooting or problem-solving, including how, when, and why to use them
  • Hands-on application throughout the course, where participants are applying the new technique or approach to a scenario or example

Who Should Attend?

  • Support Center, Service Desk, Technical Support Analysts, Technicians, Desktop staff who want to focus on problem solving and trouble shooting skills to enhance and improve performance.
  • This is the next course for any HDI student who has taken CSR, SCA, and/or DAST.

Course Outline

Unit 1: Problem-Solving Skills

  • Overview
  • Problem-Solving Skills 
  • Your Problem-Solving Approach 
  • Identify Obstacles 
  • Tips for Improving Problem-Solving Skills

Unit 2: The Art of Troubleshooting

  • Troubleshooting
  • Steps for Effective Troubleshooting
    Questioning Skills
    The Five W's & H Technique
  • Troubleshooting Challenges
    A Team Approach to Troubleshooting

Unit 3: Using a Structured Problem-Solving Approach

  • From Troubleshooting to Structured Problem-Solving
  • Introduction to Structured Problem-Solving 
  • The Phases of a Structured Problem-Solving Approach
  • Avoid Common Pitfalls

Unit 4: Getting to the Root of the Problem

  • Getting to the Root of the Problem
  • Root Cause Analysis (RCA)
  • Problem-Solving Techniques 
    Five Why
    Ishikawa "Fishbone" Diagram
    Affinity Diagram
    Pareto Analysis
    Flow Charts

Unit 5: Problem-Solving Methods

  • The Difference Between an Approach, Technique, and Method 
  • Problem-Solving Methods
    Appreciative Inquiry
    Chronological Analysis
    The Kepner-Tregoe Method



Virtual Classroom

Price: $1,799

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using a video conferencing app, 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

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Private Group Training

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.

Sep 12, 2024 - Sep 13, 2024
HDI, Virtual Classroom
Troubleshooting and Problem-Solving Bootcamp On or before Jul 18, 2024 :
Price: $1,699.00

After Jul 18, 2024 :
Price: $1,799.00
More Info Add to Cart
Nov 11, 2024 - Nov 12, 2024
HDI, Virtual Classroom
Troubleshooting and Problem-Solving Bootcamp On or before Sep 16, 2024 :
Price: $1,699.00

After Sep 16, 2024 :
Price: $1,799.00
More Info Add to Cart

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an to discuss your needs.

Certification Exam

The certification exam is included with training purchased directly from HDI. The exam must be completed within 12 weeks of purchase.

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

Each exam consists of 30 multiple choice questions and must be completed in 45 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 five categories of this certification exam are equally weighted.

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.

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