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Training Calendar

The HDAA Training Calendar provides a comprehensive schedule of upcoming instructor-led courses designed to enhance skills in IT service management and customer support. The calendar includes courses such as IT Major Incident Management Best Practice (MIM), HDI® Knowledge-Centered Service Foundations (KCSF), HDI® Support Center Manager (SCM), and ITIL® 4 Foundation. These sessions are offered virtually, allowing participants to engage from various locations. 

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June 2025

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ITIL® 4 Foundation Instructor-led training

ITIL® 4 Foundation Instructor-led training
Start from: 30/06/2025 - 9:00 am
End at: 01/07/2025 - 5:00 pm
ITIL® 4 Foundation
This two-day course prepares you for the examination leading to the new Foundation Certificate In IT Service Management, a global certification, recognised in any country. Pre-requisites – The ITIL® 4 Foundation course has no pre-requisite requirements. For more information on the ITIL® 4 Foundation Course Cancel , ...
  • Student Manual: PDF
1

ITIL® 4 Foundation Instructor-led training

ITIL® 4 Foundation Instructor-led training
Start from: 30/06/2025 - 9:00 am
End at: 01/07/2025 - 5:00 pm
ITIL® 4 Foundation
This two-day course prepares you for the examination leading to the new Foundation Certificate In IT Service Management, a global certification, recognised in any country. Pre-requisites – The ITIL® 4 Foundation course has no pre-requisite requirements. For more information on the ITIL® 4 Foundation Course Cancel , ...
  • Student Manual: PDF
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HDI® Customer Service Representative (CSR) Instructor-led training

HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm
Customer Service Representative CSR
This course includes the HDI certification exam. This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess custo , ...
  • Student Manual: PDF

HDI® Support Centre Analyst (SCA) Instructor-led training

HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 03/07/2025 - 9:00 am
End at: 04/07/2025 - 5:00 pm
Support Centre Analyst SCA
Help desk professionals and support centre analysts provide front-line 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. This certification verifies that front-line technical support professionals , ...
  • Student Manual: PDF
4

HDI® Support Centre Analyst (SCA) Instructor-led training

HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 03/07/2025 - 9:00 am
End at: 04/07/2025 - 5:00 pm
Support Centre Analyst SCA
Help desk professionals and support centre analysts provide front-line 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. This certification verifies that front-line technical support professionals , ...
  • Student Manual: PDF
5
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June 2025
Monday June 30
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
July 2025
Thursday July 3
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Monday July 7
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Monday July 14
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Tuesday July 15
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Monday July 21
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Wednesday July 23
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Tuesday July 29
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
August 2025
Monday August 4
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Tuesday August 5
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Thursday August 7
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Monday August 11
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Tuesday August 12
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Monday August 18
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Wednesday August 20
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
Monday August 25
9:00 am - 5:00 pm HDI® Support Center Manager (SCM) Instructor-led training
September 2025
Tuesday September 16
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
October 2025
Wednesday October 15
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Thursday October 16
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Monday October 20
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Thursday October 23
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
Monday October 27
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
November 2025
Monday November 3
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Wednesday November 5
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Monday November 10
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Tuesday November 11
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Monday November 17
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Tuesday November 18
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
Monday November 24
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Wednesday November 26
9:00 am - 5:00 pm HDI® Support Center Manager (SCM) Instructor-led training
December 2025
Monday December 1
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Tuesday December 9
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
Thursday December 11
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Wednesday December 17
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Monday December 22
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
No event found!

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