HDI Training Philosophy:Our Support and Service Management education and consulting services are built with the philosophy to provide our customers with a consultative, application-based, interactive learning experience.

Our goal is for our customers to take what they have learned and apply it in their environment immediately. We will provide you with the knowledge, resources, and guidance to improve your service management and support capabilities. From the boardroom to the classroom, from executive level to the in the trenches analyst – we have solutions, training, and knowledge to help our customers succeed personally and professionally.

Our training is guided by Support and Service Management Consultants who lead our customers by providing expert instruction based on years of in the trenches, real-world, been there, seen that, experience.

Browse our catalog and learn how HDI can help you and your team excel.

Course Legend:
Public Classroom

Virtual Classroom

Online Course

Course Type:

Courses For:

Discover how to make every customer interaction exceptional.
Become HDI Certified!
Develop the skills to resolve incidents and create exceptional customer experiences.
Become HDI Certified!
Master the skills and processes for extraordinary Advanced Technical Support
Become HDI Certified!
Hone the essential leadership skills required to enhance team performance.
Become HDI Certified!
Tactically leverage people, processes, and technology to meet service demands.
Become HDI Certified!
Tactically leverage people, processes, and technology for extraordinary desk-side support.
Become HDI Certified!
This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model
Strategically lead the service and support organization and increase business value.
Become HDI Certified!
This workshop explores the various components of the Planning and Management process of the contact center, from Service Level/Response Time Objectives, Data Collection and Forecasting, to Real-Time Management and Reporting and Analysis.
This workshop focuses on designing, implementing, managing, and optimizing these core service management processes: Incident Management, Problem Management, Change Management and Service Level Management.
This foundational level course focuses on the core ITIL service lifecycles and processes.
This workshop will establish what should be considered “normal service” within a company as well as determine business impact and prioritize incidents to “minimize disruption to the business.”
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.
Become HDI Certified!
Save time and money with effective knowledge management.
Become HDI Certified!
Gain awareness of knowledge management best practices and concepts of the KCS methodology
Become HDI Certified!
Get certified to deliver HDI courses internally to your organization.
Become HDI Certified!
Explore and address the major areas that affect one's ability to troubleshoot effectively.
Become HDI Certified!
The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.
Implement changes faster with less risk and at lower costs through effective change management.
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.