HDI’s Training and Consulting Helps Organizations and Professionals Improve Service Management and IT Support Performance

HDI, the leading organization dedicated to elevating service and support across the enterprise, today unveils Service Management Training and Consulting solutions to help organizations and professionals improve organizational performance.

Service Management Training

HDI offers highly interactive, consultative-based training to advance the capabilities of the IT function, support teams in particular. The majority of the courses include professional, high stakes certification, which enables IT professionals to validate their skills and knowledge to employers and organizations to invest in the upskilling of their teams.

Training classes available for 2025 include:

• Service Management Course Suite:
  • Change Management Principles
  • Incident Management Principles
  • Problem Management Principles
  • Service Level Management Principles

• IT Support Role and Topic-Based Courses:
  • HDI Support Center Director
  • HDI Support Center Manager
  • HDI Desktop Support Manager
  • HDI Support Center Team Lead
  • HDI Desktop Advanced Support Technician
  • HDI Support Center Analyst
  • HDI Customer Service Representative
  • Artificial Intelligence in the Support Organization
  • ITIL® 4 Foundation
  • KCS Principles
  • KCS Foundation
  • Troubleshooting and Problem-Solving Bootcamp
  • Experience Essentials
  • Experience Foundation
  • Experience Practitioner
  • Foundations in Service and Support Metrics

Here’s what customers say about HDI training:

“Our instructor was an exceptional presenter. He skillfully connected the course material to real-world situations, making it much easier for me to grasp than I ever expected. His practical experience and insightful stories were directly relevant to the role, offering valuable guidance on how to become the best leader possible,” said Justin Zalewski, Fortis Alberta.

“My instructor was very knowledgeable and informative; he covered the coursework but also applied real-world concepts that made the material more relatable. He also worked at the pace of the class which helped because most of the participants only had working knowledge of the practices not formal knowledge,” said Stacy Jackson, Main Line Health.

“My instructor was great. Very knowledgeable and kept the whole class engaged. The knowledge that was received from the training is very applicable to my work environment and it will help me master my craft. Thank you,” said Andres Zurita, SouthState Bank.

“Our instructor was extremely knowledgeable and helpful and passionate about the content of the course and the industry in general, which made it easier to learn as a student. I feel like I have been set up for success on my certification test,” said DaQuay Campbell, QCR Holdings.

Service Management Courses

HDI has added certification to its Service Management courses. The courses in this suite of training include:

• Service Level Management Principles: The two-day class helps reinforce the importance of the Service Level Management Practice. The Service Level Management Practice resources and capabilities are focused on setting clear business-based targets for service performance so the delivery of a service can be properly assessed, monitored and managed against these targets. HDI presents experience-based, practical guidance and examples for successfully implementing best practice methodologies for Service Level Management.
• Change Management Principles: The two-day class reinforces the importance of the Change Management process in ensuring that the proper control has been applied during the lifecycle of all service, service component or process change. Change Management enables beneficial and quality focused changes to be made with minimum disruptions to production services or processes.
• Incident Management Principles: The two-day class helps reinforce the importance of the Incident Management process in managing incidents from detection to resolution to restore services as quickly as possible for the affected user community. HDI presents experience-based, practical guidance, and examples for successfully implementing best practice methodologies for incident management.
• Problem Management Principles: The two-day class helps reinforce the importance of the Problem Management process in preventing future incidents from happening and to minimize the impact of incidents that cannot be prevented. Problem Management manages identified problems related to IT supported business services, both in proactive and reactive modes.

Service Management Consulting

Through a team of expert consultants, HDI guides service management and support professionals to deliver tailored solutions that drive measurable results.

• AI Operations Assessment: As support centers grapple with the complexities of AI adoption, a strategic framework becomes essential for assessing AI optimization and ensuring a successful implementation. Before introducing even more tech into an organization’s stack, understanding how to optimize your approach is key. HDI assesses an organization’s AI approach, evolves a strategy and creates an execution plan.
• Support Center Certification: HDI's IT Support Center Certification is a process that assesses organizations based on the HDI Support Center Standards, an internationally recognized standard for best practices in IT support. Organizations that meet the HDI standards for certification have proven that all aspects of IT support and ITSM operations are fully optimized.

“IT support organizations provide an invaluable service - always ready and willing to solve complex problems at a moment's notice. Through our training programs, we are committed to assisting service management and IT support professionals make the most out of their professional development investment. Plus, our consulting solutions focus on optimizing performance, enhancing customer experience and leveraging the latest technology to improve results and deliver value to a business,” said Tara Gibb, Senior Director, HDI.

For additional information, contact us. Stay up to date with HDI on Facebook or LinkedIn.

About HDI

For more than thirty-five years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at https://www.thinkhdi.com/. HDI is brought to you by Informa Connect.

View source version on businesswire.com: https://www.businesswire.com/news/home/20250311237023/en/