HDI Course Catalog | HDI

Every role in the support center can benefit from HDI certification and training. From frontline help desk analysts to desktop support professionals, support center directors and everyone between, HDI certification indicates in-depth knowledge of best practices and industry standards. Built upon globally recognized industry standards developed by an international committee of industry experts and practitioners, HDI training helps support center organizations improve efficiency, increase service quality, and encourage professional development.

Review HDI course policies

Show courses for
Legend
Public Classroom
Virtual Classroom
Online Course
Onsite
Discover how to make every customer interaction exceptional.
Discover how to make every customer interaction exceptional.
Master the skills and processes for extraordinary desk-side support.
Develop the skills to resolve incidents and create exceptional customer experiences.
Master the skills and processes for extraordinary Advanced Technical Support
Advanced technical skills for the level 2 or level 3 support professional.
Hone the essential leadership skills required to enhance team performance.
Tactically leverage people, processes, and technology to meet service demands.
Tactically leverage people, processes, and technology for extraordinary desk-side support.
Strategically lead the service and support organization and increase business value.
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. ITIL 4 coming soon!
The ITIL® Practitioner certification provides an opportunity to learn how to apply the concept of “adapt and adopt” utilizing ITIL guidance
The ITIL® Practitioner certification provides an opportunity to learn how to apply the concept of “adapt and adopt” utilizing ITIL guidance
This dynamic, interactive, half-day session introduces ITIL process methodologies and concepts to the executive leadership team within your company.
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 high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for service level management.
This interactive session will cut through the clutter to discuss the real intent and value of the CMDB.
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.
Save time and money with effective knowledge management.
Gain awareness of knowledge management best practices and concepts of the KCS methodology
Get certified to deliver HDI courses internally to your organization.
Explore and address the major areas that affect one's ability to troubleshoot effectively.
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.
Exam Insurance
Extension or Exam Retake Fee
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.