HDI Course Catalog

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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Onsite

HDI Office Hours

Discover how to make every customer interaction exceptional.

HDI Customer Service Representative

Discover how to make every customer interaction exceptional.

HDI Support Center Analyst

Develop the skills to resolve incidents and create exceptional customer experiences.

HDI Desktop Advanced Support Technician

Master the skills and processes for extraordinary desk-side support.

HDI Support Center Team Lead

Hone the essential leadership skills required to enhance team performance.

HDI Support Center Manager

Tactically leverage people, processes, and technology to meet service demands.

HDI Desktop Support Manager

Tactically leverage people, processes, and technology for extraordinary desk-side support.

HDI Support Center Director

Strategically lead the service and support organization and increase business value.

Service Management Optimization

This workshop focuses on designing, implementing, managing, and optimizing these core service management processes: Incident Management, Problem Management, Change Management and Service Level Management.

ITIL® Foundation

This foundational level course focuses on the core ITIL service lifecycles and processes. ITIL 4 coming soon!

ITIL® Practitioner - With Exam

The ITIL® Practitioner certification provides an opportunity to learn how to apply the concept of “adapt and adopt” utilizing ITIL guidance

ITIL® Practitioner - No Exam

The ITIL® Practitioner certification provides an opportunity to learn how to apply the concept of “adapt and adopt” utilizing ITIL guidance

ITIL® Awareness

This dynamic, interactive, half-day session introduces ITIL process methodologies and concepts to the executive leadership team within your company.

Incident Management Workshop

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.”

Change Management

This high-energy workshop is filled with practical guidance, templates, quick wins, and tricks for successfully implementing best-practice methodologies for change management.

Service Level Management

This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for service level management.

Release Management Workshop

If your organization is having difficulty delivering timely releases that meet the business’s expectations, and/or if releases are difficult for operations to support and maintain, this is the workshop for you.

Confirguration Management Workshop

This interactive session will cut through the clutter to discuss the real intent and value of the CMDB.

HDI Problem Management Professional

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.

KCS Principles

Save time and money with effective knowledge management.

KCS Foundation

Gain awareness of knowledge management best practices and concepts of the KCS methodology

HDI Certified Instructor

Get certified to deliver HDI courses internally to your organization.

Structured Problem Solving for the Support Professional

Explore and address the major areas that affect one's ability to troubleshoot effectively.

Succeeding with Metrics

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.

Annual Exam Insurance

Exam Insurance

Extension or Exam Retake Fee

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