HDI Course Catalog PDF

HDI COURSE CATALOG | TRAINING SCHEDULE
JANUARY 2015 - JUNE 2015
1 Your Classmate
1 Your Instructor
1 You
HDIs Virtual
Classroom
Im in an HDI class right
now with my instructor and
classmates on the other
end of the line.
16
18
24
Whats Hot
at HDI?
HDI Support
Center Director
HDI Support Center

Certification
KCS Principles
www.ThinkHDI.com/Train2015
ABOUT HDI
HDI is the professional association and certification body for the technical service and support industry. Facilitating
collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research,
and certifies and trains thousands of professionals each year. HDI also connects solution providers with practitioners
through industry partnerships and marketing services.
Guided by an international panel of industry experts and practitioners, HDI serves a community of more than 150,000
technical service and support professionals and is the premier resource for best practices and emerging trends.
MEMBER PRICING
Throughout this catalog, you will see the pricing broken down into Price and Member Price. As a professional association,
HDI gives prospective members the opportunity to join at various levels. The most popular membership levelsProfessional
and aboveinclude discounts on HDI products and services. These discounts are reflected in the Member Price.
PROFESSIONAL DEVELOPMENT
All technical support professionals who want to improve their current positions and advance their career through industryleading certification and training should consider HDI courses. HDI has certified more than 65,000 service and support
professionals since 1999. Companies that have trained with or been certified by HDI include:
24 Hour Fitness Inc.

Accenture
Allstate Insurance Company
CoinStar, Inc.
CVS/Caremark
Delta Air lines

DirecTV
Duke University Health System
ESPN
Federal Reserve Bank of Boston
Hallmark Cards, Inc.

Home Depot Support Center
IKEA IT Germany
Miami University
Paychex, Inc.
WHY HDI CERTIFICATION?

HDI certification is important not only to your professional development but also to the quality of your support center.
Validates knowledge, quality, and dedication to customer service and support

Provides professional credentials that promote individual skills
Demonstrates a commitment to excellence
Promotes recognition from the service and support industry
Is utilized by hiring managers when screening potential employees
MEMBER
IT CERTIFICATION COUNCIL
w w w. i t c e r t c ou nc i l . or g
MEMBER
IT CERTIFICATION COUNCIL
w w w. i t c e r t c ou nc i l . or g
Contract GS02F0128X
Under the GSA Schedule, government agencies may purchase HDI membership and training products. Contact your
account manager or visit www.GSAadvantage.com and search GS02F0128X and HDI for more information.
Cancellation Policy
Public Course Cancellation Policy
Full payment is required prior to attendance. In rare instances, a course may be rescheduled or cancelled. HDI will provide at least ten days notice. In this event,
you may receive a full refund, or take a credit toward another HDI course. HDI cannot be held responsible for penalties resulting from travel arrangements. Clients
cancelling their registration within two weeks of course start date and no shows will pay full course rates. Substitutions may be made up to two business days
prior to the start date of the class.
Virtual Classroom Course Cancellation Policy
Full payment is required prior to attendance. In rare instances, a course may be rescheduled or cancelled. HDI will provide at least two business days notice. In
this event, you may receive a full refund, or take a credit toward another HDI course. Clients cancelling their registration within two weeks of course start date
and no shows will pay full course rates. Substitutions may be made up to two business days prior to the start date of the class.
Online Course Cancellation Policy
Online self-paced course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment
is received.
100% Guarantee First Day Policy
If, upon completion of the first day of a multiday public course or virtual classroom course, you are not satisfied with the course and wish to withdraw, you must
notify the instructor, return all course materials to the instructor, and contact the HDI Customer Care Center by the close of business to receive a full refund or
to apply the money to a future training. This guarantee is void if you do not complete the first full day of class, sign the class roster, and return all training
materials to the instructor.
For a complete listing of HDI policies, please go to www.ThinkHDI.com/Policies.
BY THE NUMBERS:
62%
5%
of organizations consider
certification an important criteria for
hiring, promotion, and/or salary.
higher IT salaries, based on the

national average, for those
with HDI certifcation.*
Learn more about the latest reports and find out how to get a copy of the
2014 HDI Support Center Practices & Salary Report at www.ThinkHDI.com/Research.
*Robert Half Technology, 2014 Salary Guide for Technology Professionals
All HDI co
urses
include a
free
subscripti
on to the
HDI Indus
try Inside
r
Industry-Impacting
Information
Straight from the
Insiders
Subscribe to the Industry Insider,
HDIs bimonthly e-newsletter
that combines the latest news,
trends, and information from the
brightest minds in the technical
service and support community.
Sign
up CATALOG
at www.ThinkHDI.com/Subscriptions!
3
HDI COURSE
| TRAINING SCHEDULE | January 2015 - June 2015
Featured Contents
HDI Virtual Classroom .........................................................6
Whats Hot at HDI? ............................................................... 7
COURSE NAME
PROFESSIONAL CERTIFICATION COURSES
HDI Customer Service Representative, p. 8
Upcoming Webcasts .......................................................... 13

HDI Team Certified Award .............................................. 23
HDI Customer Satisfaction Index Service ................. 30
HDI Support Center Analyst, p. 10
HDI Community ................................................................... 31
HDI has certified more than 65,000 technical service

and support professionals since 1999. No matter your
budget, location, or circumstances, there is a training
method to match your needs. No more excuses:
Its time to get trained and certified!
P DU
Onsite
Virtual
Hours of learning valid towards continuing

certification requirements.
Blended
Onsite
Virtual
Blended
Online
VIRTUAL CLASSROOM TRAINING
HDI Desktop Support Manager, p. 21
Use web conferencing software and an audio

conference bridge to interact with the instructor
and other students.
HDI Support Center Director, p. 16
Blended
Online
Complete assigned units of self-paced online

training prior to each virtual classroom session.
Online
ONLINE TRAINING
Blended
Online
HDI Support Center Manager, p. 14
Attend HDIs most popular courses in cities across

North America.
BLENDED LEARNING
Virtual
HDI Support Center Team Lead, p. 12
PROFESSIONAL DEVELOPMENT UNITS
PUBLIC CLASSROOM TRAINING

Public
HDI Desktop Support Technician, p. 20
Access self-paced web-based courses at any time

over twelve weeks.
HDI Certified Instructor, p. 9

HDI Problem Management Professional, p. 15
KCSSM Foundation, p. 25
KCS Principles, p. 24
ITIL Foundation, p. 26
ONSITE TRAINING
Train your team at your facility.
Public
Onsite
Virtual
Blended
Online
Coaching Skills for Quality Support, p. 25
NEW
PROFESSIONAL DEVELOPMENT COURSES

Building Your Service Catalog, p. 28
View the online

course calendar from
your mobile device.
4
All dates are subject to change.
Structured Problem Solving for the Support Professional, p. 11

Support Center Metrics and Measurements, p. 29
800.248.5667
Schedule-at-a-Glance
JANUARY
FEBRUARY
MARCH
APRIL
MAY
18
Virtual Classroom
2-3
5-6
9 - 10
16 - 17
16 - 17
Nashville
San Francisco
Atlanta
Cleveland
Ottawa
20 - Mar. 6 Blended Learning

23 - 24
Washington, DC
2-3
2-3
9 - 10
30 - 31
Atlanta
Chicago
Ottawa
Dallas
19 - 20
Toronto
21 - 22
Minneapolis
23 - Feb. 6 Blended Learning
18 - 19 Chicago
18 - 19 Virtual Classroom
23 - 24 Calgary
2-3
16 - 17
22 - 23
23 - 24
Washington, DC
New York City
Las Vegas
Ottawa
9 - 10
Los Angeles
13 - 14
Vancouver
4-5
24 - May 8 Blended Learning
13 - 15
21 - 23
26 - 28
28 - 30
2-4
4-6
4-6
9 - 11
25 - 27
25 - 27
4-6
10 - 12
10 - 12
11 - 13
18 - 20
22 - 24
Nashville
Pittsburgh
Virtual Classroom
Atlanta
Ottawa
Las Vegas
8 - 10
15 - 17
15 - 17
15 - 17
22 - 24
27 - 29
29 - May 1
23 - Feb. 6 Blended Learning

26 - 27
New York City
26 - 27
Toronto
28 - 29
Toronto
Virtual Classroom
Toronto
Los Angeles
New York City
2-3
2-3
10 - 11
10 - 11
12 - 13
19 - 20
23 - 24
26 - 27
Chicago
Washington, DC
Pittsburgh
Virtual Classroom
Phoenix
Calgary
Dallas
Los Angeles
San Francisco
Chicago
Washington, DC
Phoenix
Calgary
Dallas
25 - 27 Washington, DC
28 - 30 Toronto
6-7
9 - 10
13 - 14
13 - 14
13 - 14
13 - 14
15- 16
20 - 21
24 - May 8
27 - 28
30 - May 1
Houston
2-3
Vancouver
7-8
11 - 12
Dallas
Indianapolis
Richmond
Washington, DC
Virtual Classroom
Chicago
Blended Learning
New York City
San Diego
Columbus
Los Angeles
Regina
Houston
Dallas
Vancouver
Washington, DC
Chicago
San Diego
New York City
12 - 14 Toronto
9 - 11
Washington, DC
8-9
8-9
10 - 11
15 - 16
15 - 16
25 - 26
Atlanta
Minneapolis
Virtual Classroom
Montreal
Washington, DC
Denver
5 - 19 Blended Learning
17 - 18 Montreal
22 - 23 New York
Regina
4-6
6-8
11 - 13
13 - 15
13 - 15
13 - 15
Los Angeles
Regina
Virtual Classroom
Bethesda
Boston
Richmond
10 - 12
10 - 12
10 - 12
17 - 19
17 - 19
22 - 24
24 - 26
Atlanta
Minneapolis
Montreal
Charleston
Washington, DC
Denver
Columbus
4 - 6 Chicago
22 - 24 Las Vegas
27 - 29 Irvine
5-7
6-8
Virtual Classroom
Portland, ME
3-5
Dallas
24 - 26 New York City
22 - 24 Las Vegas
29 - May 1 Dallas
6-8
Washington, DC
15 - 17 Phoenix
9 - 10 New York City

22 - 23 Las Vegas
25 - 26 Ottawa
3
Virtual Classroom
4-6
10 - 12
11 - 13
22 - 24
Atlanta
Denver
Ottawa
Las Vegas
FEBRUARY
3
Virtual Classroom
Atlanta
Boston
Irvine
Virtual Classroom
Montreal
Dallas
23 - 25 Colorado Springs
20 - 21 Vancouver
25 - 26 Regina
MARCH
22 - 23 Montreal
29 - 30 Los Angeles
9
8 - 10 Nashville
22 - 24 Vancouver
19 - 21 Omaha
27 - 29 Regina
16 - 17 Chicago, IL
JANUARY
23
1-2
1-2
1-2
4-5
8-9
15 - 16
10 - 12 Colorado Springs
15 - 16 Toronto
21 - 22 Dallas
JUNE
3-5
Chicago
17 - 19 Dallas
24 - 26 Montreal
8-9
APRIL
Virtual Classroom
MAY
Washington, DC
JUNE
Virtual Classroom
2
2-3
Virtual Classroom
Virtual Classroom
Register Today! www.ThinkHDI.com/Train2015 I 800.248.5667
Public
Onsite
Virtual
Blended
HDI VIRTUAL
CLASSROOM
Get the training to
advance your career
and improve your
support center
Without ever leaving
your home or office.
Eliminate the expense and
time related to traveling to an
on-site classroom.
Get the convenience of online
learning with the framework
and guidance of a live
classroom experience.
Remain motivated by a
dedicated time and structure
for learning.
Learn more about our

Virtual Classroom courses
and register today at:
THINKHDI.COM/VIRTUAL
On
Whats Hot at HDI?

Become an HDI Professional Member by December 31, 2014
and save $150 on the KCS Foundation online certification
course.
New Corporate Membership option offers group discounts

for support centers of twenty-five or more employees
looking to enjoy the benefits of an HDI membership.
HDI launched the new HDI Service Improvement Award and

HDI Knowledge-Centered Support Award at FUSION 14.
Congratulations to the winners and the finalists. Find out
who won at www.thinkHDI.com/Awards
Added benefits for HDI Resource level members includes

free access to an ITIL interactive resource that provides
details on the ITIL best practice framework.
By popular demand, the HDI Support Center SelfAssessment tool will remain available until December 31,
2014, at which time the doors will close on this opportunity
and the tool will only be available to HDI Professional
members. Act now as time is running out.
Your adventure begins at the technical service and support

industrys largest and most prestigious conference. The HDI
2015 Conference & Expo is coming March 24-27, 2015 to the
Mandalay Bay, Las Vegas.
HDI Virtual Classroom course offerings continue to expand

with HDI Desktop Support Manager and Structured Problem
Solving for Support Professionals courses now available via
the convenience of the Virtual Classroom.
Have a question about HDIs products and services?

Contact your regional account manager for assistance.
VICTORIA BECH - WEST
JENNIFER QUIGLEY - NORTHEAST
719.955.8154
vbech@ThinkHDI.com
719.955.8155
jquigley@ThinkHDI.com
TINA BUCHBERGER - MIDWEST
SHEA KNAUFF - SOUTH CENTRAL
773.417.2238
904.819.6647
tbuchberger@ThinkHDI.com
sknauff@ThinkHDI.com
You can also reach the HDI Customer Care Center at
800.248.5667 or Support@ThinkHDI.com
TIFFANY VAUGHN - MID-ATLANTIC
Monday-Friday, 7:00 a.m. 5:00 p.m. MT
tvaughn@ThinkHDI.com
704.795.9850
HDI Customer Service Representative (HDI-CSR)

Discover how to make every customer interaction a great one.
Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate
customer experiences? This skills-building and certification course introduces the skills and techniques required to provide
outstanding customer service and support.
HDI Customer Service Representative training focuses on call handling best practices, communication and listening techniques,
documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.
WHAT YOU WILL LEARN

How to assess the customers business needs and exceed customer expectations
Critical thinking skills to resolve incidents quickly and consistently
Active listening skills and effective communication strategies
How to identify and defuse challenging customer behavior
An awareness of the core processes and best practices used in the service and support industry
WHO SHOULD ATTEND?
Support professionals from customer service centers, call centers, and support centers
COURSE OUTLINE
who want to refine their communication skills and learn best practices that can help
Your Role in the Support Center
improve customer experiences
Communication Skills
Individuals who are preparing for the HDI Customer Service Representative
Problem-Solving and
certification exam
COURSE PRICES (includes certification exam)

Member Price: $795
Price: $895
One day
Public
Onsite
PublicPublic
Onsite
VirtualOnsite
Blended
VirtualVirtual
C E R T I F I E D
Online
Blended
Blended
PD U
6.5
Call 800.248.5667
for pricing.
One day
Member Price: $345

Price: $395
5-6 hours
OnlineOnline
Public
Onsite
Virtual
Blended
Customer Service
Representative
Troubleshooting Skills
Maximizing Effectiveness
COURSE LOCATION & DATES

Online
Virtual Classroom
March 18
June 23
Learn more about this course at www.ThinkHDI.com/CSR.
Your time.
Your location.
HDIs online self-paced courses are convenient and

budget-friendly, giving you the independence to
advance your career on your terms.
Get interactive and immersive training anywhere with internet access. Choose
the time, place, and pace youre comfortable with, well provide the rest.
Visit www.ThinkHDI.com/Online to get started today!
Your pace.
800.248.5667
Bring Training In-House by Becoming an HDI

Corporate Training Partner!
Do you have more than fifty internal staff that you want to get HDI-certified? Do you have internal trainers? If so, then
you should become an HDI Corporate Training Partner. For an initial startup fee, you can purchase courseware and
certification exams for delivering classes within your organization.
PROGRAM BENEFITS
Flexibility. Train your employees according to your schedule.

Consistency. Your instructor will present the same premium HDI training content.
Economy. Bring your training in-house to reap significant savings.
Quality. Certify your staff, embrace industry standards and best practices,
and demonstrate a commitment to service excellence.
If you want to be an HDI Corporate Training Partner, youll need to have at least one HDI Certified Instructor on staff.
There are five steps to becoming an HDI Certified Instructor:
1.
2.
3.
4.
5.
Attend and complete the instructor-led course to be taught in-house.

Satisfy the course-specific prerequisites.
Pass the certification exam at the mastery level.
Demonstrate instructional presentation skills by taking the HDI Certified Instructor course.
Submit the application to be an HDI Certified Instructor.
To learn more, visit www.ThinkHDI.com/CT or call
800.248.5667.
HDI Certified Instructor

COURSE PRICES
P DU
19.5
Price: $2,495
Three days
Public
Onsite
Public
Virtual
Onsite
Blended
Virtual
Online
Blended
Online
Colorado Springs
March 10-12
June 23-25
Instructor
C E R T I F I E D
HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015
HDI Support Center Analyst (HDI-SCA)

Develop the skills to create exceptional customer experiences.
Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is
important that these service desk professionals provide the highest quality customer care with every interaction.
HDI Support Center Analyst training focuses on help desk strategies for effective customer service, emphasizing problem-solving and
troubleshooting skills, call handling procedures, incident management, communication skills, and an introduction to ITIL processes.
WHAT YOU WILL LEARN

The process of incident management from detection and recording to closure
Critical thinking skills to resolve incidents quickly and consistently
Valuable active listening skills and effective communication strategies
Proven techniques for improving customer interactions
Effective strategies for managing difficult customers
WHO SHOULD ATTEND?
Frontline technical support staff who need to learn the critical steps for effectively
managing and prioritizing incidents, reducing escalations, and mastering the

essential customer service skills required to manage difficult customers and improve
overall customer satisfaction
Individuals who are preparing for the HDI Support Center Analyst certification exam

Member Price: $1,395
Price: $1,495
Two days
Public
Blended
Onsite
Public
Onsite
Virtual
Public Blended
Virtual
OnsiteOnline
Blended
Member Price: $645

Price: $695
10-12 hours
Online
C E R T I F I E D
PD U
13
Member Price: $995

Price: $1,095
10-12 hours, plus three virtual classroom sessions
Virtual
Online
Blended
Public
Onsite
Blended
Learn more about this course at www.ThinkHDI.com/SCA.

COURSE LOCATIONS & DATES
Nashville
March 2-3
San Diego
April 30-May 1
Denver
June 25-26
New York City

January 26-27
April 27-28
San Francisco
March 5-6
Houston
April 6-7
Ottawa
March 16-17
Indianapolis
April 13-14
Phoenix
February 12-13
Los Angeles
February 26-27
May 7-8
Pittsburgh
February 10-11
Dallas
February 23-24
April 13-14
Blended Learning
January 23-February 6
April 24-May 8
Calgary
February 19-20
Chicago
February 2-3
April 20-21
Cleveland
March 16-17
Columbus
May 4-5
10
Minneapolis
June 8-9
Montreal
June 15-16
Regina
May 11-12
Richmond
April 13-14
Strategic Framework
Strategic Perspective
Service Level Agreements
Standard Operating Procedures
Business Alignment
Service Delivery Methods and

Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
Support Center Processes and

Operations
Best Practices for IT Service
Management
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance
Online
Support Center
Analyst
Atlanta
March 9-10
June 8-9
Evolution of the Support Center

Role of the Support Analyst
Support Centers Role in the Business
Online
Call 800.248.5667
for pricing.
Two days
Virtual
COURSE OUTLINE
Toronto
January 26-27
Vancouver
April 9-10
Virtual Classroom
February 10-11
April 15-16
June 10-11
Washington, DC
February 2-3
April 13-14
June 15-16
Call Handling Procedures

Total Contact Ownership
Procedures for Call Handling
Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills
Problem-Solving and
Problem-solving Skills and
Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills
Root Cause Analysis
Your Customers Psychological Needs
Handling Conflict
Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude
Managing Your Use of Time
Managing Your Career
800.248.5667
Professional Development Course
Structured Problem Solving for the

Support Professional
Develop skills to harness your natural problem-solving abilities.
Structured problem solving provides a systematic approach to advance from the identification of a problem to the
solution. It includes defining, describing, establishing possible causes, testing the most probable causes, and verifying
the true cause. When integrated into the incident management process, analysts and technicians can leverage
proper questioning skills, critical and creative thinking skills, knowledge capturing skills, and diagnostic skills to solve
incidents and problems efficiently and accurately.
Learn a structured process for problem solving that will allow you to work more independently and troubleshoot
more effectively. Using interactive exercises and real-life scenarios, this engaging course will teach you to harness
and successfully apply your natural problem-solving skills.
WHAT YOU WILL LEARN

Resolve more incidents independently
Implement a proven, structured troubleshooting process
Identify root causes
Use tools that can lead to greater service excellence
Leverage open- and closed-ended questions properly
Capture information quickly in a journalistic style
Document specific types of details throughout the
COURSE OUTLINE
Defining Structured Problem Solving
The Concept of Structured Problem Solving
Your Natural Approach to Problem Solving
The Structured Problem Solving Process
Different Applications of Problem Solving
The Concept of Total Contact Ownership
Laying the Foundation
Gathering Information
Understanding Customer Competency Levels
Listening as an Art
Documenting in the Incident Management Process
problem-solving process
Generate knowledge documents with greater ease

WHO SHOULD ATTEND?
Technical support staff who need to learn how to resolve incidents
and/or problems following a structured problem solving methodology
Team leads and managers that want to support their teams ability to
follow the structured problem solving process
Public
Onsite
Public
Onsite
Virtual
Blended
Virtual
13
Call 800.248.5667
for pricing.
Two days

Price: $1,495
Two days
Online
Blended Public
Online
Onsite
Virtual
Blended
Online
Learn more about this course at www.ThinkHDI.com/SPS
Virtual Classroom
March 16-17
June 2-3
Understanding the Structured Problem

Solving Process
Obstacles to Problem Solving
The Value of Categorization, Prioritization,
and Documentation
P DU
COURSE PRICES
Understanding and Enhancing Your Creativity

Inhibitors to Creativity
Sources of Creativity
Brainstorming
Enhancing Creativity
Thinking Styles
Understanding Structured Analysis

Root Cause Analysis
Using Flow Charts
Trend Analysis
Enhancing the Customer Experience with SPS

Status Updates
Apply and Verify the Solution
Close the Incident/Problem
Follow Up
Continuous Service Improvement
See all professional development courses on pages 28-29.

11
HDI Support Center Team Lead (HDI-SCTL)

Hone the essential leadership skills required to enhance team performance.
The support center team lead serves as the communication link between the team and
the manager as well as the first point of internal escalation for the customer.
HDI Support Center Team Lead training ensures that participants learn how to deliver
exceptional customer support, promote process improvement, coach for success,
and take charge of the day-to-day operational activities of a team. This course is
designed for support professionals who need to develop fundamental management
and leadership skills.
WHAT YOU WILL LEARN

Essential team lead management and leadership skills
The importance of service level agreements and operating level agreements
The ITIL processes of incident, problem, change, release, asset,
and configuration management

Strategies for managing conflict
The essentials of people management: hiring, scheduling, evaluating,
and retaining employees
WHO SHOULD ATTEND?

Technical support professionals who must understand support center processes
and best practices and master important daily functions such as scheduling,
coaching, and workforce management
Individuals who are preparing for the HDI Support Center Team Lead
certification exam

Price: $1,695
Two days
Public
Onsite
Public
Onsite
Virtual
Public
Blended
Virtual
Onsite Online
Blended
Virtual Online
Online
Blended
Onsite
Virtual
Blended
Online
Support Center
Team Lead
Atanta
June 1-2
Chicago
February 18-19
Minneapolis
January 21-22
T
Toronto
January 19-20
Blended Learning
January 23-February 6
April 24-May 8
Dallas
June 15-16
Montreal
June 8-9
Vancouver
April 13-14
Irvine
June 1-2
New York City

March 16-17
Las Vegas
March 22-23
Ottawa
March 23-24
Virtual Classroom
February 18-19
June 4-5
Los Angeles
April 9-10
Regina
May 4-5
Calgary
February 23-24
12
Role of the Support Center Team Lead

Role of the SCTL
Effective Leadership
Emotional Intelligence
Managing Relationships
Business Planning and Strategy

Building a Strategy
Service Level Management
SOPs
Business Alignment
Support Center Processes

Best Practices for Support
Service Operations
Additional Processes
Technologies and Service

Delivery Methods
Service Desk and Telephony
Infrastructure
Workforce Management and Training

Workforce Management
Sourcing and Recruitment
Training
Learn more about this course at www.ThinkHDI.com/SCTL.
Boston
June 1-2
Support Center Overview

Role of the Support Center
Communication and Coaching

Communication
Global Awareness
Managing Conflict
Coaching
Online
Call 800.248.5667
for pricing.
Two days
Public
C E R T I F I E D
13

Price: $1,195
Member Price: $745

Price: $795
10-12 hours
Blended
PD U
COURSE OUTLINE
Washington, DC
March 2-3
Teamwork, Motivation, Retention

Teamwork
Motivation, Rewards, Recognition
Performance Management and
Retention
Metrics and Quality Assurance

Metrics
Quality Assurance
Using Surveys
Performance Reporting
Promoting the Support Center
WebcastTheater
Join us for monthly webcasts exploring a variety
of service and support topics, all presented in the
HDI Webcast Theater.
November 18
Maintaining and Improving Service Delivery
December 16
Not Enough Time to Think Strategically
January 20
Mobility
February 17
Knowledge Management Best Practices
March 17
Framework Fusion
Learn more about these webcasts and sign up to receive registration

reminders at www.ThinkHDI.com/Webcasts.
Get free access to the above webcasts.
HDI Support Center Manager (HDI-SCM)

Leverage people, processes, and technology to meet service demands.
The support center manager is responsible for executing the support centers operational
and tactical plans while satisfying customer and business needs.
HDI Support Center Manager training explores how the support centers strategy drives
everything the support center does: service delivery, infrastructure implementation,
operational processes, workforce management, and support center marketing. Designed
for both new and experienced support center managers, this course helps support
center managers satisfy operational demands and build a support center that aligns
with the organization, adds value to the business, and delivers on its commitments.
WHAT YOU WILL LEARN

Characteristics of an effective support center manager
How to create service level agreements, operational level agreements,
and standard operating procedures in support of a service catalog

Steps to cost-benefit analysis, total cost of ownership,
and calculating return on investment
The difference between and the importance of strategic, tactical,
and operational planning
Tactics for screening, hiring, training, and managing high performance teams
WHO SHOULD ATTEND?

Experienced technical service and support leaders who must manage all day-to-day
functions as well as master critical performance and customer service strategies

Individuals who are preparing for the HDI Support Center Manager certification exam

Price: $1,995
Three days
Public
Onsite
Public
Virtual
Onsite
Blended
Virtual
C E R T I F I E D
Online
Blended Public
Online
PDU
19.5
Virtual
Blended
Online
Nashville
March 4-6
San Diego
April 27-29
Denver
June 22-24
New York City

January 28-30
April 29-May 1
San Francisco
February 2-4
Boston
May 13-15
Houston
April 8-10
Ottawa
March 18-20
Calgary
February 25-27
Las Vegas
March 22-24
Phoenix
February 9-11
Charleston
June 17-19
Los Angeles
January 26-28
May 4-5
Pittsburgh
March 10-12
Chicago
February 4-6
April 22-24
Columbus
June 24-26
14
Minneapolis
June 10-12
Montreal
June 10-12
Support Center Strategic Management

The Strategic Perspective
Building Your Support Center Strategy
Vision and Mission Statements
The Support Center as a Business
IT Financial Management
Quantifying Costs
Metrics, Benchmarks, and KPIs
A Primer
Support Center Operations Management

How is Support Center Infrastructure
Determined?
Telephony Infrastructure
Self-Healing Technologies
Bethesda
May 13-15
Service Support Processes

Support, Restore, Control and Release
Service Delivery
Learn more about this course at www.ThinkHDI.com/SCM.
Dallas
February 25-27
April 15-17
Effectively Managing Your Support Center

Roles and Responsibilities as a Manager
Code of Conduct and the Support Center
Effective Communication for a Manager
Conflict Resolution and Negotiations
Building Your Team
Managing Organizational Change
Support Center
Manager
Atlanta
March 11-13
June 10-12
The Support Center
Developing Support Center Processes

Foundations of Support Center
Processes
SLAs, OLAs, SOPs, and UCs
Call 800.248.5667
for pricing.
Three days
Onsite
COURSE OUTLINE
Regina
May 6-8
Richmond
May 13-15
Toronto
January 21-23
Vancouver
April 15-17
Virtual Classroom
January 13-15
March 10-12
May 11-13
Washington, DC
February 4-6
April 15-17
June 17-19

Evaluating Support Center Processes
Collecting, Analyzing, and Reviewing Data
Quality Assurance Programs,
Tools and Methods
Measuring Customer Satisfaction
Continuous Improvement
Managing the Support Center Team

People and Workforce Management
Staffing, Sourcing, Recruitment, Retention
Performance Management
Professional Development
Coaching and Training
Marketing the Support Center

Why Market the Support Center?
Benefits and Challenges of Marketing
Marketing Opportunities
800.248.5667
HDI Problem Management Professional (HDI-PM)

Refine your problem management skills to handle incidents before they begin.
Problem management focuses on determining root causes, identifying temporary
workarounds, and applying permanent fixes so that incidents dont happen again.
The HDI Problem Management Professional may be a role and not a position in
some organizations, or a full-time position in others. These professionals perform
both reactive and proactive problem management and may assist with high-priority
incidents in order to minimize business impact.
WHAT YOU WILL LEARN
Best practice frameworks and standards for IT Service Management

Understand the problem management activity flow
The importance of detection, prioritization, and categorization
Methods for investigation and diagnosis
The roles and responsibilities of a problem management professional
The interdependency of problem management and incident management
Relationships between knowledge management, known errors, and workarounds
Proven methodologies for conducting root cause analysis
The differences between reactive and proactive problem management
Understand what a problem management roadmap is and how to use it in your
organization
WHO SHOULD ATTEND?

This course is intended for support professionals at all levels who are
involved in or responsible for problem management, as well as individuals

who are preparing to take the HDI Problem Management Professional
certification exam
COURSE PRICES (Includes certification exam)
Public
Public
Onsite
Onsite
Virtual
Virtual
Blended
Blended
Online
Online
Public
Onsite
Virtual
13
Blended
IT Service Management
Functions and Processes
Service Restoration Overview
Service Restoration
Service Restoration Processes
Incident and Problem Management
Common Process Activities
Problem Management
Problem Management Overview
Detection and Categorization
Investigation and Diagnosis
Resolution
Closure
Major Problem Review
Roles and Responsibilities

Primary Problem Management Roles
Complementary Roles
Responsible, Accountable,
Consulted, and Informed Model
Relationships
Relationship to ITSM Processes

Relationship to ITSM Functions
Root Cause Analysis Techniques
Simple RCA Techniques

More Complex RCA Techniques
PD U
Call 800.248.5667
for pricing.
Two days

Price: $1,695
Two days
COURSE OUTLINE
Measuring Problem Management
Online
Metrics
Problem Management Process
Metrics
Problem Management Road Map
Learn more about this course at www.ThinkHDI.com/PM.
Road Map
Process Maturity Assessment
Process Assessment Report
Creating the Improvement Plan
Dallas
January 21-22
New York City

March 9-10
Vancouver
April 20-21
Las Vegas
March 22-23
Ottawa
March 25-26
Los Angeles
June 29-30
Regina
May 25-26
Virtual Classroom
February 23-24
May 28-29
Montreal
June 22-23
Toronto
January 15-16
This course was developed in partnership

with Propoint Solutions.
15
HDI Support Center Director (HDI-SCD)

Strategically lead the service and support organization and increase business value.
Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any
support operations success. For this reason, the support center director must serve as a support leader and strategically
align the support center with the organization.
HDI Support Center Director training focuses on the development and execution of strategic plans that will take the
organization to the next level. Participants discover how to realize greater return on investment, develop and maintain
formal procedures for increased productivity and consistency, and manage customer perceptions.
WHAT YOU WILL LEARN

Assessment strategies for support center maturity
How to quantify your support centers value and maximize return on investment
How to align support strategies with business goals and objectives
Strategies for workforce management, coaching, team building, and succession planning
How to justify a service improvement project with a business case
COURSE OUTLINE
WHO SHOULD ATTEND?
Executive Leadership
Seasoned technical service and support leaders who are responsible for an
Role of the Support Center Director
organizations overall service delivery and provide strategic direction, financial
Support Center Maturity
accountability, and performance reporting
Managing as a Business
Individuals
who
are
preparing
for
the
HDI
Support
Center
Director
Best Practices and Frameworks

certification exam
Onsite
Virtual
Public Blended
Online
Cost, Value, and Return on Investment
Managing Expectations
PDU
Call 800.248.5667
for pricing.
Three days

Price: $2,895
Three days
Public
19.5
Building the Strategy

Strengths, Weaknesses,
Online
Onsite
Virtual
Blended
Opportunities and Threats
Support Center Processes
C E R T I F I E D
Support Center
Director
Learn more about this course at www.ThinkHDI.com/SCD.

Dallas
April 29-May 1
Toronto
January 28-30
Las Vegas
March 22-24
Washington, DC
May 6-8
Phoenix
June 15-17
ITIL Service Support and Delivery
Tools and Technology
Technology Strategies
Determining Technology Needs
Managing Vendor Relationships
Operational Metrics
Continuous Improvement
People Management
Sourcing Strategies
Team Building
Organizational Development
I really didnt know what this would be like - eg. boot camp. I loved
every minute of it, learned a lot and would highly recommend.
Joan OHare, Sr Mgr Service Operations, Time Warner Cable
Managing Organizational Change

Global Awareness and Diversity
Service Ethics
Promoting Value
Successful Marketing
Creating a Business Case

The Purpose and Anatomy
of a Business Case
Presenting the Business Case
16
Meet Face to Face With Distinguished

Technical Service and Support Leaders
Become a Leadership Connection Member

and Gain Direct Access to the HDI Forums
The HDI Forums bring together senior-level
technical service and support leaders to
engage in candid dialogues on advanced
research, tested methodologies, emerging
technologies, and strategic innovations.
Through regular meetings and online
interaction throughout the year, members
acquire the knowledge and resources they
need to make a powerful impact on their
operations.

www.ThinkHDI.com/Forums | 800.248.5667
| Support@ThinkHDI.com 17
HDI Support Center Certification

Gain the ultimate recognition for your support centers commitment to excellence,
efficiency, and service quality.
Based on the HDI Support Center Standard, HDI Support Center Certification is a milestone that acknowledges the contributions of
your team and can be used to promote the value of your services to stakeholders.
BENEFITS OF CERTIFICATION
Service Improvement Support organizations
that have gone through the preparation and audit process report that the
unexpected values relate the improvements made as the team fine tunes their processes as they prepare for the audit and how
this common goal unties the team.
Recognition Show your customers, your management, and your peers in the industry that providing the highest quality service
is a crucial component of your business model.
Employee Morale and Retention Earning the certification attests to your support centers positive and rewarding working
environment, one that is dedicated to employee training, career development, employee satisfaction, and recognition programs.
Competitive Advantage Whether your organization provides support to internal or external customers, achieving certification
recognizes your successful pursuit of optimal service quality. This can help you attract and retain customers and recruit the best
and brightest talent.
PROCESS OUTLINE
Preparation of evidence by your team
Various stakeholders will be interviewed
On-site audit will be conducted
Formal report and scoring delivered
Recognition for a passing score
WHO SHOULD BE AUDITED?
Any support center that has adopted best
practices and achieved a level of maturity that
warrants recognition.
PRICE
Pricing starts at $30,000 and varies based on size,
number of locations, and/or number of support teams.
To learn more, visit
www.ThinkHDI.com/Services
18
A FEW CERTIFIED SUPPORT CENTERS

407 ETR
Aetna Information Services
American Systems
CDI Corporation
Cerner Corporation
CTIS Tecnologia S/A
Fuji Xerox Service Creative Co.,
Ltd
Fujitsu
Intergraph
NEC Fielding
Pomeroy Global Service Center
Saudi Basic Industries Corporation
Saudi Food & Drug Authority
Serco
SunGard Availability Services
Tivit
Travelers Insurance
800.248.5667
HDI Support Center Best Practices Assessment

Discover your support centers true strengths and improvement opportunities.
The HDI Support Center Best Practices Assessment service is an independent, third-party review of your support
center. Gain a comprehensive understanding of your support centers maturity level based on the HDI Support Center
Standard and get expert insights and recommendations for improving operational efficiency, service quality, and
overall value.
BENEFITS
Establish a current-state maturity baseline to measure the impact of future changes.
Gain proof of maturity to use in marketing your support center.
Receive guidance to help you prioritize improvement initiatives.
PROCESS OUTLINE
Various stakeholders will be interviewed
On-site audit will be conducted
Formal report and scoring delivered
WHO SHOULD BE ASSESSED?
Any support center that wants to improve the quality of its services and/or wants a third-party evaluation.
PRICE
Pricing starts at $18,000 and varies based on size, number of locations, and/or number of support teams.
To learn more, visit www.ThinkHDI.com/Services or call 800.248.5667.
FREE HD
I Support
Center
Self Asse
ssment
till Decem
ber 31, 20
14
www.Thin
kHDI.com
/SCSA
HDI Support Center Assisted Assessment

An HDI Support Center Assisted Assessment enables you to accurately assess the maturity level of your support
center under the professional guidance of an HDI expert. By leveraging the HDI Support Center Standard, you will gain
an understanding of your support centers maturity based on established criteria, and which will enable you to develop
a gap analysis to guide improvement measures. This service can be performed either remotely or on site.
BENEFITS
Establish a current-state baseline to measure the impact of future changes.
Identify critical shortcomings in resources and processes.
Obtain a third-party opinion to help overcome internal biases.
PROCESS OUTLINE
On-site or remote assistance is provided to your team in interpreting the HDI Support Center Standard.
WHO SHOULD BE ASSESSED?
Any support center that wants to evaluate their maturity based on the HDI Support Center Standard.
PRICE
$7,500 for three days of guidance from an HDI Certified Auditor.
To learn more, visit www.ThinkHDI.com/Services or call 800.248.5667.
19
HDI Desktop Support Technician (HDI-DST)

Master the skills and processes for extraordinary desktop support.
Desktop support technicians spend much of their day visiting customers at their workstations, providing technical support for
many devices and systems.
HDI Desktop Support Technician training focuses on key support center processes and concepts to improve overall support
operations, as well as customer service and interpersonal skills that improve the customers experience.
WHAT YOU WILL LEARN

Proven techniques for improving on-site customer interaction
How service level agreements impact workflow and prioritization of requests
Seven key steps for effective root cause analysis
The ITIL processes of incident, problem, change, release, asset,
and configuration management

An overview of security management and knowledge management
Essential time management and problem-solving skills
Effective strategies for managing difficult customers
WHO SHOULD ATTEND?

Technical support professionals who provide in-person support to internal employees,
remote workers, or external customers and therefore must develop best practice skills
specific to this unique form of customer contact
Individuals who are preparing for the HDI Desktop Support Technician certification exam

Price: $1,495
Two days
Public
Blended
Public
Onsite
Onsite
Virtual
Public Virtual
Blended
OnsiteOnline
Blended
Member Price: $645

Price: $695
10-12 hours
Online
Virtual
Online
Public
C E R T I F I E D
PD U
13
Member Price: $995

Price: $1,095
Blended
Onsite
Call 800.248.5667
for pricing.
Two days
Blended

Strategic Framework
Standard Operating Procedures
Business Alignment

Technology
Telephony Systems

Operations
ITIL Service Support
Security and Knowledge
Management
Quality Assurance
Customer Management Skills

Procedures for Call Handling
and On-site Visits
Online
Virtual
COURSE OUTLINE
Online
Desktop Support
Technician
Learn more about this course at www.ThinkHDI.com/DST.

Atlanta
March 2-3
Chicago
March 2-3
New York City

June 22-23
Virtual Classroom
May 18-19
Blended Learning
February 20-March 6
June 5-19
Dallas
March 30-31
Ottawa
March 9-10
Washington, DC
February 23-24
Montreal
June 17-18
Toronto
January 28-29
The Communication Process
Cultural Sensitivity
Vocal Elements, Active
Listening, and Body Language
Incident Documentation and
Writing Skills
Problem-Solving and
Problem-solving and Types
of Thinking
Questioning Skills and Root
Cause Analysis
Solve Incidents with IMPACT
Your Customers Psychological
Needs
Handling Conflict and Difficult
Customer Behaviors
Stress Management
Power of a Service Attitude
Excellent course very helpful and targeted to our organization and

improving the quality of our service.
Scott Field, Customer Service Manager, Saint Anslem College
20
800.248.5667
HDI Desktop Support Manager (HDI-DSM)

Master the skills and processes for extraordinary desktop support.
The desktop support manager is responsible for executing the operational and
tactical plans of desktop support, while satisfying customer and business needs. The
scope of the desktop support manager is more than supporting desktops. Whether
you call it desktop services, deskside support, or something else, it includes support
for laptops, notebooks, printers, and just about anything that requires
face-to-face support.
Designed for both new and experienced desktop support managers, this course helps
desktop support managers satisfy operational demands and build a support center that
aligns with the organization, adds value to the business, and delivers on its commitments.
WHAT YOU WILL LEARN

Characteristics of an effective desktop support manager
How to create service level agreements, operating level agreements,
and standard operating procedures in support of a service catalog

Steps to cost-benefit analysis, total cost of ownership, and calculating
return on investment
The relationships between IT service management processes
Desktop support technologies
Processes for desktop support
WHO SHOULD ATTEND?

Experienced technical support professionals who must manage day-to-day functions of
desktop support as well as master critical performance, and customer service strategies
Individuals who are preparing for the HDI Desktop Support Manager certification exam
Onsite
Public
Onsite
Virtual
Blended
Virtual
C E R T I F I E D
Online
Blended
19.5
Call 800.248.5667
for pricing.
Three days

Price: $1,995
Three days
Public
PDU
Online
Public
Onsite
Virtual
Blended
Online
Desktop Support
Manager
Learn more about this course at www.ThinkHDI.com/DSM.

Chicago
March 4-6
Las Vegas
March 22-24
Dallas
June 3-5
New York City

June 24-26
Irvine
April 27-29
Portland, ME
May 6-8
Virtual Classroom
February 25-27
May 5-7
Washington, DC
February 25-27
Content is very relevent to my role as a IT manager, instructor is

extremely knowledgeable and made the class fun!
Yen Mo Pan, Supvy Information Technology Specialist, Comptroller of the Currency
COURSE OUTLINE
Desktop Support
The Evolution of Support
Support Center Maturity
Successful Desktop Support
Strategy
Business Alignment
SWOT
Cost, Value, and ROI
Technology and Service Support

Service Desk Infrastructure
Telephony Infrastructure
Desktop Support Delivery Methods
Selecting Service Desk Technology

Desktop Support Metrics

Data Sources
Baselining and Benchmarking
Quality Assurance Programs
Measuring Customer Satisfaction
Measuring Employee Satisfaction
Desktop Support Processes

Best Practices for Support
The Service Desk
Service Operations
Service Design
Service Transition
Leadership
DSM Responsibilities
Your Role as a Leader
Manage Operations Effectively
Emotional Intelligence
Communication
Influence and Motivate
Integrity and Service Ethics
Growth
Staffing Models, Scheduling
Sourcing, Recruitment
Training and Retention

Fostering Relationships, Teamwork
Coaching, Peer Mentoring, Training
Rewards, Motivation, Retention
Performance Management
Career Development Planning
Promoting Desktop Support

What Is Marketing?
Creating Internal Marketing Culture
Marketing Opportunities
21
Recognize your
accomplishments
with the HDI Team
Certified Award!
The HDI Team Certified Award
recognizes your team for the
ccomplishment of having a high
percentage of HDI-certified
employees.
*Crystal award is optional ($150).
Recently Recognized HDI Team Certified Award Recipients

Buchanan Technologies | Buchanan Technologies Support Center
Huron Consulting Group | Huron IT Service Desk
EMF Broadcasting | K-Love & Air1 Desktop Support
Time Warner Cable | Time Warner Cable IT Help Desk
Yale University | Yale University
Find out how your team can be recognized with

the HDI Team Certified Award at
TEAM CERTIFIED
www.ThinkHDI.com/HDITC
KCSSM Principles
Discover how others have successfully implemented knowledge management best practices.
Knowledge-Centered Support (KCS), developed by the Consortium for Service

Innovation, is a methodology and a set of processes and practices that leverage
knowledge as a key asset of the support organization. This knowledge management
best practices course will provide support center supervisors, managers, and
directors with a set of practical steps for capturing, storing, and successfully reusing
knowledge.
Receive online access to

KCS Foundation*
with this course!
WHAT YOU WILL LEARN

How to efficiently create and maintain quality, easy-to-find content in the
knowledge base
A process for monitoring the quality of knowledge
Ways to motivate staff and to effectively assess individual and team
contributions
COURSE OUTLINE
What Is KCS?
Why Do You Need KCS?

How Does KCS Align with ITSM?
WHO SHOULD ATTEND?

Support professionals and project managers who want actionable steps
The Knowledge-Centered Support

Model
Aligning KCS with the Business
to improve time-to-resolve and reduce expense by utilizing a knowledge

management program
Individuals who are preparing for the KCS Principles
certification exam
Onsite
Virtual
Public Blended
OnsiteOnline
Virtual
Blended
19.5
Understanding KCS
Aligning Business Goals

and Objectives
KCS Return on Investment
Content Health
Call 800.248.5667
for pricing.
Three days

Price: $1,695
Three days
Public
PD U
Online
The Content Standard

The Content Migration Process
Knowledge Monitoring
KCS Roles and Responsibilities
What Is the KCS Competency

Model?
Defining Roles and Competencies
KCS Workflow
Atlanta
March 4-6
Montreal
June 24-26
Toronto
January 12-14
Chicago
June 3-5
Nashville
April 8-10
Vancouver
April 22-24
Dallas
June 17-19
Omaha
May 19-21
Washington, DC
February 9-11
Denver
March 10-12
Ottawa
March 11-13
Las Vegas
March 22-24
Regina
May 27-29
What Is Structured Problem

Solving?
Process Integration
Performance Assessment
Rewards and Recognition

Feedback and Reputation Model
Leadership and Motivation
Defining Purpose
Promoting Teamwork
Communication
To learn more about this course, visit www.ThinkHDI.com/KCS.
Key Messaging and Elevator Pitches

Handling Questions and Objections
Technology
Functional Requirements
KCS Verified
The KCS Adoption Roadmap
KCS is a service mark of the Consortium for Service Innovation.

* For registered course participants only. Cannot be transferred or sold.
24
Adoption Roles
Implementation Strategy
Critical Success Factors
800.248.5667
KCS Foundation
Explore knowledge management best practices within service management.
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes,
accelerate the implementation of new ideas, and eliminate redundant work. In this course, you
will gain an awareness of knowledge management best practices and be introduced to the
fundamental concepts of the KCS methodology.
WHAT YOU WILL LEARN

Knowledge management best practices
KCS concepts and methodology
The value and benefits of adopting KCS
WHO SHOULD ATTEND
Technical support or business professionals who want a fundamental understanding
of the benefits and processes associated with a knowledge management initiative

Individuals who are preparing for the KCS Foundation certification exam
COURSE PRICES (Includes certification exam)

Member Price: $695
Price: $795
One day
Public
COURSE OUTLINE
What Is KCS and Why Do We
Public
Onsite
Public
Onsite
Virtual Onsite
Virtual
Blended Virtual
Online
Blended Blended Online
PD U
Need It?
The Knowledge-Centered
Support Model
Wrapping Up the KCS Methodology
Call 800.248.5667
for pricing.
One day
Member Price: $395

Price: $445
2-4 hours
Online
Public
Onsite
Virtual
Blended

Online
Virtual Classroom
March 3
June 9
Learn more about this course at www.ThinkHDI.com/KCSF.
Coaching Skills for Quality Support

Develop proactive strategies for coaching service and support staff.
Coaching is a critical success factor in improving motivation and engagement. This workshop is designed to build the coaching
skills that will improve a coachs ability to influence others to change their actions, behaviors, and beliefs.
WHAT YOU WILL LEARN

The role of a coach
How to translate strategy into coaching objectives and discussions
The increased self-awareness that facilitates effective coaching
WHO SHOULD ATTEND?
Support professionals at all levels, but especially those who are involved in or
responsible for quality monitoring

Individuals who are preparing to take the KCS Academy Support Coach certification exam

Price: $1,695
Two days
Public
Onsite
Virtual
Public
Blended Onsite Online
PDU
13
Call 800.248.5667
for pricing.
Two days
Virtual
Blended
Chicago
Online
March 16-17
Washington, DC
June 8-9
Learn more about this course at www.ThinkHDI.com/CSQS.
COURSE OUTLINE
What Is a Coach?
Do I Have What It Takes to Be a
Good Coach?
Why Coaching?
ROI for Coaching
The Value of Feedback
What Motivates People?
Boundaries
BABR
Exercise in Reflection
Handling Objections
Working as a Team
Tools of the Trade
Logistics of Coaching
The Challenge of Change
Engaging the Process
Remote Coaching
Reflection on What You Have Learned
25
ITIL Foundation
Learn the language of IT service management and the processes
that support it.
This Exin-accredited course outlines the ITIL best practices framework and
prepares participants for the ITIL Foundation certification exam, a prerequisite
for all other ITIL certifications. This course provides an understanding of
the service lifecycle and processes, as well as the best and common practices for IT
service management.
WHAT YOU WILL LEARN

Service Design Transform business requirements into strategic solutions
Service Transition Manage change, risk, and quality assurance
Service Operation Establish day-to-day business operations and customer
expectations
WHO SHOULD ATTEND?

IT professionals who want an understanding of the service lifecycle
and processes and are interested in IT service management
IT staff who are actively involved in the provision and support of IT services
or have an interest in IT service management best practices
Individuals preparing for the ITIL Foundation certification

COURSE PRICES (includes certification exam) PDU
19.5
Public
Onsite
Virtual
Blended
Public
Online
Onsite
This ITIL course was developed in partnership

with Propoint Solutions.
Virtual
Blended
Unit 1: ITIL Overview

Processes and Functions
Governance, Frameworks, and
Standards
The History of ITIL
ITIL Lifecycle Elements
IT Service Management Roles and
Responsibilities
Unit 2: Service Strategy

Service Strategy Lifecycle Stage
Value Creation
Service Portfolio Management
Financial Management
Demand Management
Business Relationship
Management
Unit 3: Service Design

Service Design Lifecycle Stage
The Five Aspects of Service
Design
Design Coordination
Service Catalog Management
Availability Management
Capacity Management
IT Service Continuity
Management
Information Security Management
Supplier Management
Call 800.248.5667
for pricing.
Three days

Price: $1,495
Three days
COURSE OUTLINE
Online
ITIL is a registered trade mark

of AXELOS Limited.
AXELOS is a registered trade
mark of AXELOS Limited.
Learn more about this course at www.ThinkHDI.com/ITILF.
Unit 4: Service Transition

Service Transition Lifecycle Stage
Transition Planning and Support
Change Management
Service Asset and Configuration
Management
Release and Deployment
Management
Unit 5: Service Operation

Service Operation Lifecycle Stage
Event Management
Request Fulfillment
Incident Management
Problem Management
Access Management
Service Operation Functions
Unit 6: Continual Service

Improvement
Continual Service Improvement
Lifecycle Stage
The Seven-Step Improvement
Process
Metrics and Measurement
Technology and Architecture
26
Best Practices
in Technical Support
As a recognized certification body for the technical support industry, HDI certifications
demonstrate that individuals understand the customer service skills and service management
processes required to provide quality technical support. Each HDI certification is designed to
focus on the competencies required for a specific role. So while each course may cover similar
topics, the content within those topics will vary from role to role. This ensures consistency
throughout the entire support organization.
Training Content
HDI Customer
Service
Representative
HDI Support
Center
Analyst
HDI Desktop
Support
Technician
HDI Support
Center Team
Lead
p. 14
p. 10
p. 12
p. 22
Customer Service Skills
Call Handling Procedures
Problem Solving and

Troubleshooting
Conflict Resolution and Stress

Management
Global Awareness
HDI Support HDI Desktop

Center
Support
Manager
Manager
p. 16
p. 23
HDI Support
Center
Director
p. 18
Time Management Skills
Framework for the Support Center

Technology

Operations
Team Building and Motivational

Techniques
Training and Professional

Development
Coaching Team Members
Quality Assurance
Management Functions
Support Center Leadership
Recruitment and Retention
Understanding Metrics and KPIs
Support Center Maturity Model
Cost, Value, and ROI
Assessment and Reporting
Support Industry Trends
Succession Planning
Technology Selection Process
Creating a Business Case
Different delivery
methods.
PUBLIC CLASSROOM
TRAINING
Public
Attend HDIs most popular courses

in cities across North America.
Onsite
Virtual
Blended
Online
Professional Development Courses

Building Your Service Catalog www.ThinkHDI.com/BSC
A service catalog is critical to establishing what services the support center provides, and who provides them. It helps
establish and maintain customer expectationsand guides the support team. This course focuses on the concepts and
principles of creating, implementing, and maintaining a service catalog. Walk away with the knowledge needed to build
and publish a service catalog for the support organization.
WHAT YOU WILL LEARN
The interdependencies between support center processes and the service catalog
The elements of the service catalog
The metrics and key performance indicators used to measure service catalog performance
P DU
COURSE PRICES
Member Price: $645

Price: $695
Onsite
Virtual
Blended
Online
Call 800.248.5667
for pricing.
Public
Onsite
Virtual
Blended
Online
COURSE DATES: February 3, Virtual Classroom
Cloud Awareness www.ThinkHDI.com/CA

The Virtualization and Cloud Awareness course provides a 4-hour online training experience. This online course is ideal for
those who require a basic understanding of the virtualization and cloud computing concepts in a time-efficient manner.
The course has been designed for learners who need this basic awareness as a general interest as part of a larger
program initiative as opposed to the full certification Virtualization and Cloud Foundation courses.
WHAT YOU WILL LEARN
Illustrate how key application features can be delivered on virtual infrastructures

Explain typical steps that lead to the successful adoption of virtualization technologies
Understand the similarities and differences between cloud computing and outsourcing
COURSE PRICES
DELIVERED IN PARTNERSHIP WITH
PDU
Price: $100
Blended
Online
Cloud Essentials www.ThinkHDI.com/CE

The Cloud Essentials Course is an online training course that takes about 10-12 hours to complete. This introductory
course provides a balanced curriculum and addresses the business and technical perspectives of cloud computing. It will
also explain how to adopt, operate, and govern the cloud. The course enables participants to successfully complete the
associated CompTIA Cloud Essentials Exam to become Cloud Essentials Certified. In addition, the course complements
the Virtualization Essentials course, which they can do either before or after they have taken the Cloud Essentials course.
WHAT YOU WILL LEARN
Understand the common terms and definitions of cloud computing

Understand the business benefits and business considerations of cloud computing
Understand the impact and changes of cloud computing on IT service management
COURSE PRICES
Price: $349
Certification: $185
Blended
Online
28
PDU
11
VIRTUAL CLASSROOM TRAINING
nsite
Use web conferencing software and an

audio conference bridge to interact with
the instructor and other students. Three
two-hour sessions except where noted.
Virtual
Blended
Online
Public
Onsite
Virtual
Blended
ONLINE
TRAINING
ONSITE
TRAINING
Access self-paced webbased courses at any

time over twelve weeks.
Public
Online
Onsite
Train your team

at your facility.
Virtual
Blended
Online
Support Center Metrics and Measurementst www.ThinkHDI.com/MM

This course is designed to identify the metrics that every support center should be using to measure individual, team,
and organizational performance. The course will introduce key performance indicators and will identify the important
types of questions to ask when analyzing data. Discover which support center metrics are important, how to calculate
them, and what do to with them.
WHAT YOU WILL LEARN
The different types and purpose of metrics

How to identify which metrics to measure
The different types and purpose of performance reports
PD U
COURSE PRICES
Member Price: $645

Price: $695
Onsite
Public
Virtual
Onsite
Blended
Virtual Online
Member Price: $295

Price: $345
Blended
Online
Public
Call 800.248.5667
for pricing.
Onsite
Virtual
Blended
Online
COURSE DATE: March 2, Virtual Classroom
Virtualization Essentials www.ThinkHDI.com/VE

The Virtualization Essentials course is an online training course that takes about 10-12 hours to complete. The course
provides a balanced curriculum and addresses the business perspective, the technical organization, and operating, and
governing virtualization. The course enables the participants to successfully complete the associated Virtualization
Essentials exam to become a Virtualization Essentials Professional (VEP). In addition, this course complements the
Cloud Essentials course. The participants can do the Cloud Essentials course either before or after theyve taken
the Virtualization Essentials course.
WHAT YOU WILL LEARN
Understand the common terms and definitions of virtualization

Comprehend the business benefits and business considerations of virtualization
Explain typical steps that lead to the successful adoption of virtualization techniques,
and understand the implications for an organization
COURSE PRICES
PD U
11
Price: $349
Certification: $185
Blended
Online
Complete List of Professional Development Courses

Bare Bones Project Management
Change Management
Coaching Skills for Knowledge-Centered Support
Coaching Skills for Quality Support
Coaching Strategies for Extraordinary Performance
Financial Management Skills for the
Technical Support Manager
Incident Management
People, Personalities & the Plague for Everyone
People, Personalities & the Plague for Leaders

Power of Quality
Release Management
Service Management Essentials
Structured Problem Solving for the
Support Professional
The Power of Metrics for Optimal ITSM Performance
Workforce Management Boot Camp
For details on the courses listed above, please visit www.ThinkHDI.com/Courses.

29
Customer Satisfaction
Index Service
A web-based customer satisfaction surveying
service created specifically for the technical service
and support industry.
Developed by a team of customer
Key Features
service and technical service and
Convenient, web-based survey.

Enables customers to respond
quickly, promoting higher response
rates and increased validity of
results.
support professionals, the HDI

CSI Service provides an efficient
and affordable way for you to
survey your customers and get
the information you need to make
your support center successful!
Key Benefits
Measure.
Find out if your customers are
satisfiedeasily, quickly, accurately!
Trend.
Determine whether your efforts
to improve service are increasing
customer satisfaction.
Benchmark.
Compare your support centers
performance against industry
benchmarks.
Simple configuration.
Can be configured in about
thirty minutes with most incident
management systems.
Industry validated survey
questions.
Five industry-validated questions
enable benchmarking. Two custom
questions allow you to gather
information specific to your
organization or industry.
Robust reporting.
Dashboard and turnkey reports
make it easy to monitor team and
analyst performance. Reports can
be run on demand or scheduled
for automatic delivery. Raw data
can be exported to create custom
reports or upload to your business
intelligence system.
Benchmark data.
Benchmark statistics facilitate
comparison against other
subscribers in your vertical and all
subscribers in the industry.
Powerful alerts.
Alert your team to results that meet
defined parameters so you can
take quick action to make things
right for a dissatisfied customer, or
provide timely recognition to staff
for a job well done!
Secure.
Data presented in reports is
encrypted and stored on a secure
server. HDI never stores email
addresses!
The HDI CSAT Elite 50 recognizes

outstanding technical service and
support centers around the world.
Pricing starts at $2,995 Visit www.ThinkHDI.com/CSI

or call 800.248.5667 to learn more.
Pricing: Member Price: $2,995 | Price: $3,495
Visit www.ThinkHDI.com/CSI or call 800.248.5667 to learn more.
WHOS PART OF THE

COMMUNITY?
YOU ARE!
HDI is the leading professional association and certification
body for technical service and support professionals. We
empower our members to increase the productivity of their
businesses by providing excellent customer experiences. You
cant afford not to be a member.
HDI has a membership level to meet every need and budget,
including corporate memberships for organizations with at
least twenty-five support staff members.
800.248.5667 | www.ThinkHDI.com/Join | Support@ThinkHDI.com
121 South Tejon St., Suite 1100

Colorado Springs, CO 80903

HDI Course Catalog PDF

Diunggah oleh

Informasi Dokumen

Deskripsi Asli:

Judul Asli

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

HDI Course Catalog PDF

Diunggah oleh

Hak Cipta:

Format Tersedia

HDI COURSE CATALOG | TRAINING SCHEDULE

JANUARY 2015 - JUNE 2015

HDI Support Center

24 Hour Fitness Inc.

Delta Air lines

Hallmark Cards, Inc.

WHY HDI CERTIFICATION?

Validates knowledge, quality, and dedication to customer service and support

higher IT salaries, based on the

Upcoming Webcasts .......................................................... 13

HDI Support Center Analyst, p. 10

HDI Community ................................................................... 31

HDI has certified more than 65,000 technical service

Hours of learning valid towards continuing

VIRTUAL CLASSROOM TRAINING

HDI Desktop Support Manager, p. 21

Use web conferencing software and an audio

HDI Support Center Director, p. 16

Complete assigned units of self-paced online

HDI Support Center Manager, p. 14

Attend HDIs most popular courses in cities across

HDI Support Center Team Lead, p. 12

PROFESSIONAL DEVELOPMENT UNITS

PUBLIC CLASSROOM TRAINING

HDI Desktop Support Technician, p. 20

Access self-paced web-based courses at any time

HDI Certified Instructor, p. 9

Coaching Skills for Quality Support, p. 25

PROFESSIONAL DEVELOPMENT COURSES

View the online

All dates are subject to change.

Structured Problem Solving for the Support Professional, p. 11

20 - Mar. 6 Blended Learning

23 - Feb. 6 Blended Learning

9 - 10 New York City

Register Today! www.ThinkHDI.com/Train2015 I 800.248.5667

Learn more about our

Whats Hot at HDI?

New Corporate Membership option offers group discounts

HDI launched the new HDI Service Improvement Award and

Added benefits for HDI Resource level members includes

Your adventure begins at the technical service and support

HDI Virtual Classroom course offerings continue to expand

Have a question about HDIs products and services?

VICTORIA BECH - WEST

JENNIFER QUIGLEY - NORTHEAST

TINA BUCHBERGER - MIDWEST

SHEA KNAUFF - SOUTH CENTRAL

You can also reach the HDI Customer Care Center at

TIFFANY VAUGHN - MID-ATLANTIC

Monday-Friday, 7:00 a.m. 5:00 p.m. MT

HDI Customer Service Representative (HDI-CSR)

WHAT YOU WILL LEARN

COURSE PRICES (includes certification exam)

Member Price: $345

COURSE LOCATION & DATES

Learn more about this course at www.ThinkHDI.com/CSR.

HDIs online self-paced courses are convenient and

Bring Training In-House by Becoming an HDI

Flexibility. Train your employees according to your schedule.

Attend and complete the instructor-led course to be taught in-house.

To learn more, visit www.ThinkHDI.com/CT or call