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.
Review HDI course policies
Discover how to make every customer interaction exceptional.
Develop the skills to resolve incidents and create exceptional customer experiences.
Master the skills and processes for extraordinary desk-side 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.
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.
Learn the language of IT Service Management and the processes that support it.
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.
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 workshop will help you successfully implement best-practice Change Management methodologies.
This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for service level management.
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.
This interactive session will cut through the clutter to discuss the real intent and value of the CMDB.
Refine your problem management skills to handle incidents before they begin.
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.
Coaching skills to improve quality processes and practices in technical service and support organizations.
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.
Extension or Exam Retake Fee
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