You are on page 1of 32

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

www.ThinkHDI.com/Train2015

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 Virtual Classroom
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

18 - 19 Virtual Classroom

Houston
Dallas
Vancouver
Washington, DC
Chicago
San Diego
New York City

12 - 14 Toronto

23 - 24 Virtual Classroom

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
28 - 29 Virtual Classroom

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
16 - 17 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

www.ThinkHDI.com/Train2015

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

COURSE LOCATION & DATES

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

www.ThinkHDI.com/Train2015

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

COURSE PRICES (includes 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


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 Skills
Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills

Problem-Solving and
Troubleshooting Skills
Problem-solving Skills and
Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills
Root Cause Analysis

Maximizing Effectiveness
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

Member Price: $1,395


Price: $1,495
Two days
Online
Blended Public

Online

Onsite

Virtual

Blended

Online

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

COURSE LOCATION & DATES

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
Knowledge Management

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


Total Contact Ownership
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.


HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015

11

www.ThinkHDI.com/Train2015

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

COURSE PRICES (includes certification exam)


Member Price: $1,595
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

COURSE LOCATIONS & DATES

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


Strategic Perspective
Building a Strategy
Service Level Management
SOPs
Business Alignment

Support Center Processes


Best Practices for Support
Service Operations
Additional Processes
Knowledge Management

Technologies and Service


Delivery Methods
Service Desk and Telephony
Infrastructure
Service Delivery Methods
Service Management Systems

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


Evolution of the Support Center
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

Member Price: $1,095


Price: $1,195
10-12 hours, plus three virtual classroom sessions

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.

www.ThinkHDI.com/Train2015

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

COURSE PRICES (includes certification exam)


Member Price: $1,895
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?
Service Delivery Methods
Telephony Infrastructure
Service Management Systems
Self-Healing Technologies

COURSE LOCATIONS & DATES

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
Service Level Management
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

Metrics and Quality Assurance


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
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

Member Price: $1,595


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

COURSE LOCATIONS & DATES

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.
HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015

15

www.ThinkHDI.com/Train2015

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

Business Planning and Strategy

COURSE PRICES (includes certification exam)

Onsite

Virtual

Public Blended

Online

IT Financial Management
Cost, Value, and Return on Investment
Managing Expectations

PDU

Call 800.248.5667
for pricing.
Three days

Member Price: $2,795


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.


COURSE LOCATIONS & DATES

Dallas
April 29-May 1

Toronto
January 28-30

Las Vegas
March 22-24

Washington, DC
May 6-8

Phoenix
June 15-17

IT Service Management
ITIL Service Support and Delivery
Knowledge Management
Tools and Technology
Technology Strategies
Determining Technology Needs
Managing Vendor Relationships

Metrics and Quality Assurance

Operational Metrics
Performance Reporting
Continuous Improvement
People Management

Sourcing Strategies
Workforce Management
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
Marketing the Support Center
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.

HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015


www.ThinkHDI.com/Forums | 800.248.5667
| Support@ThinkHDI.com 17

www.ThinkHDI.com/Train2015

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.

HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015

19

www.ThinkHDI.com/Train2015

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

COURSE PRICES (includes certification exam)


Member Price: $1,395
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
10-12 hours, plus three virtual classroom sessions
Blended

Onsite

Call 800.248.5667
for pricing.
Two days
Blended

Support Center Overview


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
IT Service Management
ITIL Service Support
Security and Knowledge
Management
Quality Assurance

Customer Management Skills


Total Contact Ownership
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.


COURSE LOCATIONS & DATES

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

Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements, Active
Listening, and Body Language
Incident Documentation and
Writing Skills

Problem-Solving and
Troubleshooting Skills
Problem-solving and Types
of Thinking
Questioning Skills and Root
Cause Analysis
Solve Incidents with IMPACT

Maximizing Effectiveness
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

COURSE PRICES (includes 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

Member Price: $1,895


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.


COURSE LOCATIONS & DATES

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
Strategic Perspective
Business Alignment
SWOT

IT Financial Management
IT Financial Management
Cost, Value, and ROI

Technology and Service Support


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

Service Level Management


Metrics and Quality Assurance

Desktop Support Metrics


Data Sources
Baselining and Benchmarking
Performance Reporting
Quality Assurance Programs
Measuring Customer Satisfaction
Measuring Employee Satisfaction

Desktop Support Processes


Best Practices for Support
IT Service Management
The Service Desk
Service Operations
Service Design
Service Transition
Knowledge Management

Leadership
DSM Responsibilities
Your Role as a Leader
Manage Operations Effectively
Emotional Intelligence
Communication
Influence and Motivate
Integrity and Service Ethics
Growth

Workforce Management
Workforce Management
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

HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015

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

www.ThinkHDI.com/Train2015

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

COURSE PRICES (includes 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

Member Price: $1,595


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

COURSE LOCATIONS & DATES

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

COURSE LOCATION & DATES


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

COURSE PRICES (includes certification exam)


Member Price: $1,595
Price: $1,695
Two days
Public

Onsite

Virtual

Public

Blended Onsite Online

PDU

13

Call 800.248.5667
for pricing.
Two days
Virtual

Blended

COURSE LOCATIONS & DATES

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

HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015

25

www.ThinkHDI.com/Train2015

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


IT Service Management
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
Service Level Management
Availability Management
Capacity Management
IT Service Continuity
Management
Information Security Management
Supplier Management

Call 800.248.5667
for pricing.
Three days

Member Price: $1,395


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
Knowledge 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

Communication Skills

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

Support Center Overview

Framework for the Support Center

Service Level Agreements

Service Delivery Methods and


Technology

Support Center Processes and


Operations

Team Building and Motivational


Techniques

Training and Professional


Development

Coaching Team Members

Quality Assurance

Management Functions

Support Center Leadership

Marketing the Support Center

Recruitment and Retention

Workforce Management

Business Planning and Strategy

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

DELIVERED IN PARTNERSHIP WITH

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

DELIVERED IN PARTNERSHIP WITH

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 Level 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.


HDI COURSE CATALOG | TRAINING SCHEDULE | January 2015 - June 2015

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