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.

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Courses For:
Course Type:
Public Classroom

Virtual Classroom

Online Course

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Discover how to make every customer interaction exceptional.
Discover how to make every customer interaction exceptional.
Become HDI Certified!
Master the skills and processes for extraordinary desk-side support.
Become HDI Certified!
Develop the skills to resolve incidents and create exceptional customer experiences.
Become HDI Certified!
Join us for a live, interactive, sneak peak of one of our most popular courses
Master the skills and processes for extraordinary Advanced Technical Support
Become HDI Certified!
Advanced technical skills for the level 2 or level 3 support professional.
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 focuses on designing, implementing, managing, and optimizing these core service management processes: Incident Management, Problem Management, Change Management and Service Level Management.
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 foundational level course focuses on the core ITIL service lifecycles and processes.
This foundational level course focuses on the core ITIL service lifecycles and processes.
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 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.
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.
Explore and address the major areas that affect one's ability to troubleshoot effectively.
Implement changes faster with less risk and at lower costs through effective change management.
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.
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Extension or Exam Retake Fee
ITIL Accredited Training Organization
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