1. automotive and vehicles
2. vehicle brands
3. peugeot

HDI CATALOG & TRAINING SCHEDULE
APRIL 2015 - SEPTEMBER 2015
The Challenge: With an approach that was both
inefficient and labor-intensive, the Allstate Technology
Support Center’s (ATSC) knowledge-sharing process was
in serious need of an overhaul.
9
What’s Hot
at HDI?
18
HDI Support
Center Director
20
HDI Support Center
Certification
The Action: The ATSC adopted a phased
approach, focusing first on rolling out KCS to
impacted areas, second on maturing the processes
to meet the business needs, and third on using
the knowledge as an enabler for other strategic
projects.
26
KCS Principles
Results: By staying true to the principles of KCS in
implementing a centralized knowledge base, the ATSC
drastically transformed their support processes and
improved the quality and efficiency of their services.
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 levels—Professional
and above—include 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:
•
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•
•
•
ADP
Agilysys
American Family Insurance
Aptean
Big 5 Sporting Goods
•
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•
•
•
General Dynamics
Starbucks Coffee Company
SunGard
TDS Telecom
Walt Disney World
•
•
•
•
•
WFS Financial
Wunderlich Securities, Inc.
Xerox
Yale University
Zions Bancorporation
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.
2
The Allstate Technology Support Center’s (ATSC) recent transformation shows that
organizations that leverage and effectively manage knowledge can reduce costly
mistakes, accelerate the implementation of new ideas, and eliminate redundant work.
Here’s how it all began…
Supporting the Allstate Corporation is the Allstate Technology Support Center, a division within Allstate
Technology and Operations comprising 648 employees and vendor partners across the globe—in the USA,
Northern Ireland, and India. In 2013, the ATSC received 1.4 million contacts through phone calls, chats, and
electronically submitted requests, and it exceeded the industry standards for global first call resolution and
customer satisfaction.
Prior to adopting KCS best practices in 2012, the ATSC’s knowledge-sharing process was
in serious need of an overhaul. Their key challenges included:
1
Every issue required the documentation of a single solution, an approach that was both
inefficient and labor-intensive.
2
The level of proficiency required to make useful contributions to the knowledge base
required several years of experience and training, placing an extraordinary amount of
power in the hands of just a few individuals.
3
Knowledge documents didn’t contain input from either the customer or the call handler, so they quickly
became outdated and virtually useless.
4
Difficulty capturing and structuring knowledge documents in the customer’s own terms with no way
o trend usage provided no insight into which documents were the most beneficial.
5
Between 2002 and 2012, the ATSC created over 20,000 articles, most of which hadn’t been updated
in over a year.
6
Level 1 Generalists relied on undocumented workarounds, building a repository of “social knowledge” that
was not vetted, recorded, or approved by upper levels of support.
7
ATSC’s support volume was being handled by hundreds of employees and vendors in multiple locations
around the world, but there was no centralized repository for their collective knowledge.
Read their full story for a detailed blueprint you can use to leverage and successfully
harness the power of knowledge management: www.ThinkHDI.com/CaseStudies
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
3
www.ThinkHDI.com/Train2015
Featured Contents
COURSE NAME
PROFESSIONAL CERTIFICATION COURSES
HDI Virtual Classroom .........................................................8
What’s Hot at HDI? ...............................................................9
HDI Customer Service Representative, p. 10
Upcoming Webcasts .......................................................... 15
HDI Team Certified Award .............................................. 25
HDI Customer Satisfaction Index Service ................. 32
HDI Support Center Analyst, p. 12
HDI Community .................................................................. 33
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:
It’s time to get trained and certified!
PDU
6
PROFESSIONAL DEVELOPMENT UNITS
HDI Desktop Support Technician, p. 22
HDI Technicial Support Professional, p. 29
HDI Support Center Team Lead, p. 14
Hours of learning valid towards continuing
certification requirements.
PUBLIC CLASSROOM TRAINING
Public
Attend HDI’s most popular courses in cities across
North America.
Onsite
Virtual
Blended
HDI Support Center Manager, p. 16
Online
VIRTUAL CLASSROOM TRAINING
Onsite
Virtual
Use web conferencing software and an audio
conference bridge to interact with the instructor
and other students.
Blended
Online
BLENDED LEARNING
Virtual
Blended
Complete assigned units of self-paced online
training prior to each virtual classroom session.
Public
Online
Onsite
HDI Support Center Director, p. 18
HDI Problem Management Professional, p. 17
Online
ONLINE TRAINING
Blended
HDI Desktop Support Manager, p. 23
KCSSM Foundation, p. 27
Access self-paced web-based courses at any time
over twelve weeks.
KCSSM Principles, p. 26
ONSITE TRAINING
ITIL® Foundation, p. 28
Train your team at your facility.
Coaching Skills for Quality Support, p. 27
Virtual
Blended
Online
PROFESSIONAL DEVELOPMENT COURSES
View the online
course calendar from
your mobile device.
Incident Management, p. 30
Structured Problem Solving for the Support Professional, p. 13
Support Center Metrics and Measurements, p. 30
Workforce Management Boot Camp, p. 30
4
All dates are subject to change.
800.248.5667
Schedule-at-a-Glance
APRIL
6-7
9-10
13-14
13-14
13-14
13-14
15-16
20-21
21-May 8
27-28
30-May 1
Houston
Vancouver
Indianapolis
Richmond
Washington, DC
Dallas
Virtual Classroom
Chicago
Blended Learning
New York
San Diego
MAY
4-5 Columbus
7-8 Los Angeles
11-12 Regina
18-19
27-28
Virtual Classroom
JUNE
23
Virtual Classroom
8-9
8-9
10-11
15-16
15-16
25-26
Atlanta
Minneapolis
Virtual Classroom
Montreal
Washington, DC
Denver
5-19
17-18
22-23
Blended Learning
Montreal
New York
9-10
13-14
13-14
23-24
24-Aug 7
27-28
27-28
4-5
Regina
1-2
1-2
1-2
4-5
8-9
15-16
Atlanta
Boston
Irvine
Virtual Classroom
Montreal
Dallas
13-14
Atlanta
Minneapolis
Montreal
Charleston
Washington, DC
Denver
Columbus
13-15
15-17
15-17
15-17
15-17
20-22
29-31
8-10
15-17
15-17
15-17
22-24
27-29
29-May 1
Houston
Dallas
Vancouver
Washington, DC
Chicago
San Diego
New York
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
27-29
Irvine
5-7
6-8
Virtual Classroom
Portland
3-5
24-26
Dallas
New York
29-May 1 Dallas
6-8
Washington, DC
15-17
Phoenix
20-21
25-26
28-29
Regina
Virtual Classroom
22-23 Montreal
29-30 Los Angeles
20-21
27-28
9
Virtual Classroom
3-5
17-19
17-19
24-26
Chicago
Dallas
Virtual Classroom
Montreal
8-10
22-24
Vancouver
Nashville
Vancouver
19-21
27-29
Omaha
Regina
8-9
APRIL
MAY
Los Angeles
Virtual Classroom
Virtual Classroom
8-9
14-15
14-15
21-22
21-22
24-25
28-29
28-29
Atlanta
Harrisburg
New Orleans
Raleigh
Vancouver
Phoenix
Los Angeles
St. Louis
21-Oct 9 Blended Learning
Toronto
Boise
Charlotte
Chicago
Toronto
Virtual Classroom
Los Angeles
New York
6-7
13-14
20-21
31-Sept 1
5-7
5-7
17-19
26-28
Sacramento
3-4
Virtual Classroom
14-15
Ottawa
Washington, DC
Dallas
Washington, DC
Seattle
Cleveland
Los Angeles
Vancover
2-4
14-16
15-17
16-18
16-18
16-18
16-18
21-23
23-25
Atlanta
Portland
Virtual Classroom
Harrisburg
New Orleans
Philadelphia
Vancouver
Phoenix
Raleigh
1-3
Virtual Classroom
New York
21-23
Los Angeles
Toronto
Chicago
24-25
24-25
Montreal
Virtual Classroom
24-25
28-29
Vancouver
Washington, DC
27
Toronto
12
17
Virtual Classroom
Ottawa
22-24
Toronto
3-5
19-21
26-28
Sacramento
Washington, DC
Worchester
19-21
Denver
24-25
Atlanta
JULY
21
23-26
Dallas
Washington, DC
Virtual Classroom
Minneapolis
Ottawa
Seattle
Atlanta
10
Dallas
Virtual Classroom
Washington, DC
Virtual Classroom
3-4
3-4
4-5
10-11
18-19
20-21
31-Sept 1
SEPTEMBER
19-21
JUNE
2-3
Toronto
Charlotte
Chicago
Los Angeles
Blended Learning
New York
Philadelphia
AUGUST
10-11
19-20
20-21
23-24
Atlanta
9-10
Los Angeles
13-14
Vancouver
24-May 8 Blended Learning
JULY
AUGUST
21-23
28-30
Vancouver
Virtual Classroom
SEPTEMBER
Virtual Classroom
23-24
Virtual Classroom
30
Virtual Classroom
Washington, DC
Register Today! www.ThinkHDI.com/Train2015 I 800.248.5667
5
BY THE NUMBERS:
Top five sought-after skills for hiring
and promoting staff.
62%
of organizations consider
certification an important criteria for
hiring, promotion, and/or salary.
1
2
3
4
5
Customer Service
Ability to learn quickly
Troubleshooting/problem solving
Communication skills
Ability to work under pressure
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.
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,
HDI’s bimonthly e-newsletter
that combines the latest news,
trends, and information from the
brightest minds in the technical
service and support community.
Sign up at www.ThinkHDI.com/Subscriptions!
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
√
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√
√
√
√
√
√
√
√
√
√
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
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
√7
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
What’s Hot at HDI?
• In partnership with the KCS Academy, HDI is excited to offer
two new certification courses to help professionals develop
good coaching skills. The Coaching Skills for Quality Support
and the Coaching Skills for Knowledge-Centered Support
courses develop these skills and prepare an individual for
the KCS Academy Support Coach certification exam. HDI is
including the certification exam with both courses.
• Your adventure begins at the technical service and support
industry’s largest and most prestigious conference. The HDI
2015 Conference & Expo is coming March 24 – 27, 2015 to
the Mandalay Bay, Las Vegas.
• In an effort to meet the growing demand of those
organizations on a limited travel budget seeking to learn
about Knowledge-Centered Support, HDI has made its KCS
Principles course available via the virtual classroom. Learn
how to successfully adopt KCS without leaving your home or
office.
• HDI is proud to announce the release of the HDI Technical
Support Professional certification course and exam.
Because technical support is not limited to the support
center, additional skills, knowledge, tools, or security access
from various teams are often needed to resolve the most
challenging incidents. This certification recognizes level 2
and level 3 professionals who have the customer service
and service management skills to assist customers and the
support center team.
Have a question about HDI’s products and services?
Contact your regional account manager for assistance.
VICTORIA BECH - WEST
JENNIFER QUIGLEY - NORTHEAST
719.955.8154
[email protected]
719.955.8155
[email protected]
TINA BUCHBERGER - MIDWEST
SHEA KNAUFF - SOUTH CENTRAL
[email protected]
[email protected]
630.283.5638
You can also reach the HDI Customer Care Center at
800.248.5667 or [email protected]
TIFFANY VAUGHN - MID-ATLANTIC
Monday-Friday, 7:00 a.m. – 5:00 p.m. MT
[email protected]
704.795.9850
904.819.6647
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 customer’s 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
June 23
September 10
Learn more about this course at www.ThinkHDI.com/CSR.
Your time.
Your location.
HDI’s 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 you’re comfortable with, we’ll provide the rest.
Visit www.ThinkHDI.com/Online to get started today!
10
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, you’ll 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 LOCATIONS & DATES
Colorado Springs
June 23-25
September 1-3
Virtual Classroom
April 21-23
Instructor
C E R T I F I E D
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
11
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
Support Center
Analyst
COURSE LOCATIONS & DATES
Blended Learning
April 24-May 8
July 24-August 7
Charlotte
July13-14
Chicago
April 20-21
July 13-14
Columbus
May 4-5
Dallas
April 13-14
August 3-4
Denver
June 25-26
12
Harrisburg
September14-15
Houston
April 6-7
Indianapolis
April 13-14
Los Angeles
May 7-8
July 23-24
September 28-29
Minneapolis
June 8-9
August 10-11
Montreal
June 15-16
New Orleans
September 14-15
New York
April 27-28
July 27-28
Ottawa
August 18-19
Philadelphia
July 27-28
Phoenix
September 24-25
Raleigh
September 21-22
Regina
May 11-12
Richmond
April 13-14
San Diego
April 30-May 1
•
•
•
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
Learn more about this course at www.ThinkHDI.com/SCA.
Atlanta
June 8-9
August 31- September 1
Evolution of the Support Center
Evolution of the Support Center
Role of the Support Analyst
Support Center’s Role in the Business
•
Online
Call 800.248.5667
for pricing.
Two days
Virtual
COURSE OUTLINE
Seattle
August 20-21
St. Louis
September 28-29
Toronto
July 9-10
Vancouver
April 9-10
September 21-22
Virtual Classroom
April 15-16
June 10-11
August 4-5
Washington, DC
April 13-14
June 15-16
August 3-4
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 Customer’s 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 team’s ability to
follow the structured problem solving process
COURSE PRICES
Public
Onsite
Public
Onsite
Virtual
Blended
Virtual
Online
Blended
•
•
13
Online
Public
Call 800.248.5667
for pricing.
Two days
Onsite
Virtual
Blended
•
Online
Learn more about this course at www.ThinkHDI.com/SPS
COURSE LOCATION & DATES
Virtual Classroom
June 2-3
September 23-24
•
•
•
•
•
Understanding the Structured Problem
Solving Process
Obstacles to Problem Solving
The Value of Categorization, Prioritization,
and Documentation
Knowledge Management
P DU
Member Price: $1,395
Price: $1,495
Two days
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 30-31.
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
13
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
Blended Learning
April 24-May 8
Boston
June 1-2
Dallas
June 15-16
14
Irvine
June 1-2
Los Angeles
April 9-10
September 3-4
Montreal
June 8-9
Regina
May 4-5
Sacramento
August 6-7
Ottawa
August 20-21
Vancouver
April 13-14
September 14-15
Toronto
July 13-14
•
•
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.
Atlanta
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
Virtual Classroom
June 4-5
August 13-14
Washington, DC
August 31-September 1
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.
April 21
May 19
June 16
The Internet of Things
HDI 2015: A Digital Experience (online event)
Foresight is 2020: Industry Predictions from the
Strategic Advisory Board
August 18
September 15
Trends and Predictions for Desktop Support
HDI Buyer’s Guide Live Solution Spotlight
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 center’s operational
and tactical plans while satisfying customer and business needs.
HDI Support Center Manager training explores how the support center’s 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
Support Center
Manager
New Orleans
September 16-18
San Diego
April 27-29
Bethesda
May 13-15
Dallas
April 15-17
August 5-7
New York
April 29-May 1
July 29-31
Seattle
August 17-19
Boise
July 13-15
Denver
June 22-24
Philadelphia
September 16-18
Boston
May 13-15
Harrisburg
September 16-18
Phoenix
September 21-23
Charleston
June 17-19
Houston
April 8-10
Portland
September 14-16
Charlotte
July 15-17
Los Angeles
May 4-6
July 20-22
Raleigh
September 23-25
Cleveland
August 26-28
Montreal
June 10-12
16
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
•
•
•
•
•
•
•
Columbus
June 24-26
Minneapolis
June 10-12
•
•
•
•
•
•
Service Support Processes
Support, Restore, Control and Release
Service Delivery
COURSE LOCATIONS & DATES
Chicago
April 22-24
July 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
•
•
•
Learn more about this course at www.ThinkHDI.com/SCM.
Atlanta
June 10-12
September 2-4
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
July 15-17
Vancouver
April 15-17
September 16-18
Virtual Classroom
May 11-13
July 15-17
September 15-17
Washington, DC
April 15-17
June 17-19
August 5-7
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 don’t 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
• Metrics
• Problem Management Process
Metrics
Online
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
Chicago
July 27-28
Regina
May 25-26
Los Angeles
June 29-30
Toronto
July 20-21
Montreal
June 22-23
August 24-25
Vancouver
April 20-21
September 24-25
Virtual Classroom
May 28-29
August 24-25
Washington, DC
September 28-29
This course was developed in partnership
with Propoint Solutions.
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
17
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 operation’s 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 center’s 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
organization’s 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
Opportunities and Threats
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
Support Center Processes
C E R T I F I E D
• IT Service Management
• ITIL Service Support and Delivery
• Knowledge Management
Support Center
Director
Learn more about this course at www.ThinkHDI.com/SCD.
Tools and Technology
Technology Strategies
Determining Technology Needs
Managing Vendor Relationships
•
•
•
Metrics and Quality Assurance
COURSE LOCATIONS & DATES
Dallas
April 29-May 1
New York
August 19-21
Toronto
August 14-16
Los Angeles
September 21-23
Phoenix
June 15-17
Washington, DC
May 6-8
• Operational Metrics
• Performance Reporting
• Continuous Improvement
People Management
• Sourcing Strategies
• Workforce Management
• Team Building
Organizational Development
I really didn’t know what this would be like - eg. boot camp. I loved
every minute of it, learned a lot and would highly recommend.
— Joan O’Hare, 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
•
•
18
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 CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
www.ThinkHDI.com/Forums | 800.248.5667
| [email protected] 19
www.ThinkHDI.com/Train2015
HDI Support Center Certification
Gain the ultimate recognition for your support center’s 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 center’s 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
20
CONGRATULATIONS TO THE 2014 CERTIFIED
SUPPORT CENTERS
• Algar Tech
• CPM Braxis S/A
• Fuji Xerox Service Creative Co.
• Kantar IT Partnership
• Pomeroy Global Service Center
• SunGard Availability Services
800.248.5667
HDI Support Center Best Practices Assessment
Discover your support center’s 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 center’s 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
Call 800.248.5667 to schedule your
annual check-up.
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.
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 center’s 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.
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
21
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 customer’s 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
PD U
13
Member Price: $995
Price: $1,095
10-12 hours, plus three virtual classroom sessions
Blended
Online
Call 800.248.5667
for pricing.
Two days
Onsite
Virtual
Blended
Online
Learn more about this course at www.ThinkHDI.com/DST.
COURSE LOCATIONS & DATES
Blended Learning
June 5-19
September 21-October 9
Los Angeles
August 10-11
New York
June 22-23
Montreal
June 17-18
Virtual Classroom
May 18-19
August 19-20
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
•
•
Desktop Support
Technician
C E R T I F I E D
COURSE OUTLINE
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 Customer’s 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
22
•
•
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
Online
Public
19.5
Call 800.248.5667
for pricing.
Three days
Member Price: $1,895
Price: $1,995
Three days
Public
PDU
Onsite
Virtual
Blended
Online
Desktop Support
Manager
Learn more about this course at www.ThinkHDI.com/DSM.
COURSE LOCATIONS & DATES
Dallas
June 3-5
New York
June 24-26
Irvine
April 27-29
Portland
May 6-8
Virtual Classroom
May 5-7
September 1-3
Course is great for new and experienced desktop support managers.
Course is relevant and provides real world examples.
— Robert Nostrame, Realogy Corporation
COURSE OUTLINE
Desktop Support
The Evolution of Support
Support Center Maturity
Successful Desktop Support
•
•
•
Strategy
Strategic Perspective
Business Alignment
SWOT
•
•
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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
•
•
•
•
•
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•
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
•
•
•
•
•
•
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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 CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
23
The HDI Team
Certified Award!
The HDI Team Certified Award
recognizes your team for the
accomplishments of having a
high percentage of HDI-certified
employees.
*Crystal award is optional ($150).
Recent HDI Team Certified Award Recipients
Pomeroy | Legg Mason Service Desk
Texas Woman’s University | Technology Service Desk
Ernest Health | Customer Support Services (CSS)
Allstate Insurance Company | Allstate Technology Support Center Global Leaders
United Federal Credit Union | United Federal Credit Union Service Desk
Find out how your team can earn
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.
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
WHO SHOULD ATTEND?
• Support professionals and project managers who want actionable steps
•
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)
Public
Onsite
Virtual
Public Blended
OnsiteOnline
Virtual
PD U
What Is KCS?
•
•
Why Do You Need KCS?
How Does KCS Align with ITSM?
The Knowledge-Centered Support
Model
•
•
19.5
Blended
COURSE OUTLINE
Understanding KCS
Aligning KCS with the Business
•
Call 800.248.5667
for pricing.
Three days
Member Price: $1,595
Price: $1,695
Three days
Receive online access to
KCS Foundation*
with this course!
Aligning Business Goals
and Objectives
KCS Return on Investment
Content Health
•
•
•
Online
The Content Standard
The Content Migration Process
Knowledge Monitoring
KCS Roles and Responsibilities
•
COURSE LOCATIONS & DATES
Chicago
June 3-5
Regina
May 27-29
Dallas
June 17-19
Sacarmento
August 3-5
Montreal
June 24-26
Toronto
July 22-24
Nashville
April 8-10
Vancouver
April 22-24
September 21-23
Omaha
May 19-21
Virtual Classroom
June 17-19
September 28-30
Washington, DC
August 19-21
September 30-October 2
Worcester
August 26-28
•
What Is the KCS Competency
Model?
Defining Roles and Competencies
KCS Workflow
•
•
What Is Structured Problem
Solving?
Process Integration
Performance Assessment
•
•
Rewards and Recognition
Feedback and Reputation Model
Leadership and Motivation
•
•
Defining Purpose
Promoting Teamwork
Communication
Download the free whitepaper on the Synergies between
KCS and ITIL at www.thinkHDI.com/KM
•
•
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.
26
•
•
•
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
•
Wrapping Up the KCS Methodology
COURSE LOCATIONS & DATES
6
Public
Ottawa
August 17
Call 800.248.5667
for pricing.
One day
Member Price: $395
Price: $445
2-4 hours
Online
•
Need It?
The Knowledge-Centered
Support Model
Onsite
Virtual
Blended
Toronto
July 27
Online
Virtual Classroom
June 9
August 12
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 coach’s 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
Developed in partnership with
PDU
13
Call 800.248.5667
for pricing.
Two days
Virtual
Blended
COURSE LOCATIONS & DATES
Atlanta
Online
August 24-25
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 CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
27
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)
Public
Onsite
Virtual
Blended
Public
Online
Onsite
This ITIL course was developed in partnership
with Propoint Solutions.
Virtual
Blended
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.
COURSE LOCATION & DATE
Denver
August 19-21
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
•
•
•
•
•
•
•
•
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
•
•
•
•
28
blic
800.248.5667
HDI Technical Support Professional (HDI-TSP)
Exceed customer expectations through enhanced business processes.
The technical support professional is a role that individuals assume when they assist
with providing support services. This role services as an escalation point for support
centers by providing level 2 or level 3 support. They may work directly with customers
or with other departments to resolve issues related to the organizations products
and/or the IT infrastructure that enables the business.
The HDI Technical Support Professional training focuses on customer service and
service management best practices, emphasizing responsive incident escalation, the
importance of metrics measurement, knowledge management, problem management,
improving teamwork, and stress management.
WHAT YOU WILL LEARN
• Customer service best practices
• Communications skills
• Service management best practices and terms
• Importance of being responsive to incident escalation and the need to log
•
•
•
•
•
information properly
Purpose and value of quality assurance monitoring
Metrics used to monitor performance of the team, the individual, and how success
is determined
Knowledge management best practices
How to improve problem solving and problem management
How to improve teamwork and relationships
WHO SHOULD ATTEND?
• Technical support professionals who serve as the escalation point for one or more
•
support centers and desktop support teams
Individuals who are preparing for the HDI Technical Support Professional
certification exam
COURSE PRICES (includes certification exam)
Onsite
Virtual
Virtual
Blended
Online
Blended
Online
Public
13
Call 800.248.5667
for pricing.
Two days
Member Price: $1,395
Price: $1,495
Two days
Public
Onsite
PDU
Onsite
Virtual
Blended
Online
Learn more about this course at www.ThinkHDI.com/TSP
C E R T I F I E D
Technical Support
Professional
COURSE LOCATIONS & DATES
Atlanta
April 27-28
Dallas
July 20-21
Virtual Classroom
July 23-24
COURSE OUTLINE
Unit 1: Support Center Overview
The Support Center’s Role in the
Business
The Role and Responsibilities of the
Technical Support Professional
•
•
Unit 2: Strategic Framework
The Strategic Perspective
The Service Catalog
Service Level Management
Standard Operating Procedures
•
•
•
•
Unit 3: Service Delivery Methods and
Technology
Support Organization Infrastructure
Support Delivery Methods
•
•
Unit 4: Processes and Operations
Best Practices for IT Service
Management
ITIL Best Practices
Operation Processes
Service Design Processes
Service Transition Processes
The Continual Service Improvement
Lifecycle
•
•
•
•
•
•
Unit 5: Relationship Management Skills
Stakeholders of the Technical
Support Professional
Building effective work
relationships
Total Contact Ownership
Customer Management Best
Practices
Customer Management Skills
•
•
•
•
•
Unit 6: Communication Skills
The Communication Process and
Filters
The Technical Support
Professional responsibilities in
Communication
Vocal Elements
Active Listening
Body Language
Cultural Sensitivity
Written Communication
•
•
•
•
•
•
•
•
Unit 7: Problem Solving and
Troubleshooting Skills
Problem Solving Approach and
types of thinking
Questioning Skills
Root Cause Analysis
Additional Customer Service Skills
•
•
•
•
Unit 8: Training and Professional
Development Skills
Time Management
Stress Management
Team Development
Presentation Skills
•
•
•
•
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
29
www.ThinkHDI.com/Train2015
Professional Development Courses
Incident Management www.ThinkHDI.com/IM
Incident Management is about “restoring normal service as quickly as possible, with minimal disruption to the business.”
Discover why incident management is foundational to improving the support center’s performance. This course helps
establish what should be considered “normal service” within a company as well as how to determine business impact and
prioritize incidents to “minimize disruption to the business.”
WHAT YOU WILL LEARN
•
•
•
•
•
Templates and tools to help the restoration process
Appropriate key performance indicators
How to design and implement the incident management and service request fulfillment processes
Development and management work arounds to “fix it fast”
How to conduct a process maturity assessment for incident management
COURSE PRICES
PDU
6
Member Price: $645
Price: $695
Onsite
Virtual
Blended
Call 800.248.5667
for pricing.
Member Price: $645
Price: $695
Public
Online
Onsite
Virtual
Public
Blended
Onsite
Online
Virtual
Blended
Online
COURSE DATE: July 21, Virtual Classroom
Support Center Metrics and Measurement 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
COURSE PRICES
P DU
6
Member Price: $645
Price: $695
Onsite
Public
Virtual
Onsite
Blended
Virtual Online
Blended
Member Price: $295
Price: $345
Online
Call 800.248.5667
for pricing.
Public
Onsite
Virtual
Blended
Online
COURSE DATE: September 30, Virtual Classroom
Workforce Management Boot Camp
www.ThinkHDI.com/WMBC
This course is a comprehensive, four-day workshop that integrates all aspects of workforce management to give work
force management professionals the precise, start-to-finish skills that will improve accuracy, efficiency, increase employee
and customer satisfaction, and consistently meet service levels.
WHAT YOU WILL LEARN
•
•
•
•
•
•
•
•
Understand the basic WFM statistics
Examine a variety of forecasting models and determine what works best for you
Provide more value through reporting and data administration
Get the most out of Excel
Use forecasting, scheduling, and analysis tools to increase efficiency
Reduce the “chaos mentality” of real-time management and build a proactive real-time management plan
Create long-term staffing plans that account for the realities in your center
Identify how and when to reforecast
COURSE PRICES
P DU
26
Call 800.248.5667
for pricing.
Price: $2,995
Public
Onsite
Virtual
Public Blended
OnsiteOnline
Virtual
Blended
Online
COURSE DATE: June 23-26, Washington, DC
30
Bring HDI to Your Office
with Onsite Training
Did you know HDI can train your team at your facility
with our onsite training option?
Onsite training puts more control in your hands as you’ll
eliminate travel costs, manage the class size, and pick the training
dates that accommodate your business schedule.
Save with class size of ten or more.
Call 800.248.5667 for more information.
Complete List of Professional Development Courses
Change Management
Cloud Awareness
Cloud Essentials
Financial Management Skills for the
Technical Support Manager
Incident Management
People, Personalities & the Plague for Everyone
People, Personalities & the Plague for Leaders
Release Management
Service Level Management
Service Management Essentials
Structured Problem Solving for the
Support Professional
Workforce Management Boot Camp
For details on the courses listed above, please visit www.ThinkHDI.com/Courses.
HDI CATALOG & TRAINING SCHEDULE | April 2015 - September 2015
31
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
satisfied—easily, quickly, accurately!
• Trend.
Determine whether your efforts
to improve service are increasing
customer satisfaction.
• Benchmark.
Compare your support center’s
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.
WHO’S 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
can’t 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 | [email protected]
HDI SERVICE IMPROVEMENT AWARD
This award recognizes an organization that has successfully implemented or
improved one or more service offerings. This award is presented at the FUSION
conference in November. Applications are now open.
HDI KNOWLEDGE-CENTERED SUPPORT AWARD
This award recognizes an organization that has successfully implemented or
improved upon its KCS initiative. This award is presented at the FUSION conference
in November. Applications are now open.
HDI MANAGER OF THE YEAR AWARD Sponsored by
The HDI Manager of the Year Award honors an internal or external support manager
who has excelled within his or her organization and advanced the profession of
technical service and support.
HDI ANALYST OF THE YEAR AWARD
Sponsored by
This awards honor the best tier 1 support analysts. The winners from each local
chapter compete at the regional level, and each regional finalist then goes onto the
final interview at the HDI Annual Conference & Expo.
HDI DESKTOP SUPPORT TECHNICIAN OF THE YEAR AWARD
Sponsored by
This awards honor the best tier 1 desktop support technicians. The winners from each
local chapter compete at the regional level, and each regional finalist then goes onto
the final interview at the HDI Annual Conference & Expo.
HDI TEAM EXCELLENCE AWARDS Sponsored by
This prestigious award honors best-in-class technical support organizations that
deliver the highest level of customer service and technical support.
HDI LOCAL CHAPTER OFFICER OF THE YEAR AWARD
The HDI Local Chapter Officer of the Year Award honors a hard-working volunteer
and contributor from the HDI local chapter community. Nominated by their peers,
finalists must currently be officers and they must have served as a local chapter
officer for the past twelve months.
Get Recognized Today!
34
Visit www.ThinkHDI.com/Awards for award criteria, applications, and
submission deadlines.
Get Involved with HDI at
the Local Level!
HDI supports an extensive community of local chapters across the
United States and Canada. HDI local chapter events provide attendees
with opportunities to network with their peers, learn from guest
speakers and industry experts, and make connections that benefit
their careers!
No HDI local chapter near you? No problem!
The HDI vChapter, a new virtual chapter, provides the same value as the traditional
HDI local chapters, but allows you to attend meetings from anywhere in the world!
Visit www.ThinkHDI.com/vChapter to learn more.
8 Find Your Local Chapter
•
800.248.5667
•
www.ThinkHDI.com/LocalChapters
121 South Tejon St., Suite 1100
Colorado Springs, CO 80903
November 1-4, 2015
Hyatt Regency
| New Orleans
A new era of service management is upon us. A
renaissance of forward-thinking technologies, processes,
and methodologies that encourage wealth and prosperity.
At FUSION 15, 1,600 of the most innovative minds in ITSM
will gather the ideas, resources, and contacts to experience
unprecedented career growth. Join us in New Orleans for
an event that features:
•
•
•
•
Nine tailored learning tracks
More than eighty sessions
Five extraordinary keynotes
Nonstop networking opportunities
Boom or Bust… BIG Savings if you Register Early!
www.ServiceManagementFUSION.com
PRODUCED BY