Certification

Candidates seeking HDI Troubleshooting and Problem-Solving certification must be able to demonstrate their knowledge of these practices and concepts. The course requires a 2-part certification.

1. Certification Project: Using the tools in class perform analysis on an issue or problem that exists in your current service and support center.
2. Certification Exam: The exam consists of 30 questions taken in a timeframe of 45 minutes and the passing score is 80%.

The competencies and body of knowledge for this certification are organized into five categories:

1. Problem-Solving Skills
2. Troubleshooting
3. Structured Problem-Solving Approach
4. Problem-Solving Methods
5. Problem-Solving Techniques

Training

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, 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 
    Brainstorming
    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
    CATWOE
    The Kepner-Tregoe Method

 

Calendar

Virtual Classroom

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


Calendar

Public Classroom

Price: $1,699

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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Onsite

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.

Nov 18, 2019 - Nov 19, 2019
HDI, Virtual Classroom
Troubleshooting and Problem Solving Boot Camp On or before Sep 23, 2019:
Price: $1,599.00

After Sep 23, 2019:
Price: $1,699.00
More Info Add to Cart
Dec 02, 2019 - Dec 03, 2019
Atlanta, GA
Troubleshooting and Problem Solving Boot Camp On or before Oct 07, 2019:
Price: $1,599.00

After Oct 07, 2019:
Price: $1,699.00
More Info Add to Cart
Dec 10, 2019 - Dec 11, 2019
HDI, Virtual Classroom
Troubleshooting and Problem Solving Boot Camp On or before Oct 15, 2019:
Price: $1,599.00

After Oct 15, 2019:
Price: $1,699.00
More Info Add to Cart
Dec 18, 2019 - Dec 19, 2019
Phoenix, AZ
Troubleshooting and Problem Solving Boot Camp On or before Oct 23, 2019:
Price: $1,599.00

After Oct 23, 2019:
Price: $1,699.00
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 HDI Partner to discuss your needs.


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Certification Exam

Price: $225.00

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

The certification exam is based on the Troubleshooting and Problem-Solving Boot Camp 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 0 %
Policy and Strategy 0 %
People Management 0 %
Resources 0 %
Process and Procedures 0 %

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

Price: $29.00

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 Troubleshooting and Problem-Solving Boot Camp Certification Standard for $29.


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