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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


About the Knowledge Base

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Why Get HDI Certified?

 

Professional Certifications

Each HDI Certification reflects the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Manager. HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. 
In addition to role based certifications, HDI also offers certification in KCS Principles and KCS Foundations.

Click here to learn more about HDI's history of supporting KCS training and certification and its relationship with the consortium for Service Innovation (CSI).

 

HDI Certification Courses 

HDI® Training Courses

Brochure Duration

Public

Virtual

Onsite

Online

Customer Service Representative

1 Day

x

x

Support Center Analyst (SCA)

2 Days

x

Desktop Advanced Support Technician (DAST)

2 Days

x

x

x

Support Center Team Lead (SCTL)

2 Days

x

Support Centre Manager (SCM)

2 Days

x

x

Knowledge‐Centered Service (KCSF) Foundation

1 Day

x

x

Knowledge‐Centered Service (KCSPr) Principles

2 Days

 x

x

 


View HDAA Training Calandar

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