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February 2025

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IT Major Incident Management Best Practice (MIM) Instructor-led training
9:00 am - 5:00 pm
This HDAA training day will help you to determine how to define and detect a major incident, look at the process flow of a major incident, explore ways of taking ownership, and the importance of communication while always working towards a speedy resolution. Topics covered include: When is an incident a major incident , ...
  • Student Manual: PDF
20
ITIL® 4 Foundation Instructor-led training
Start from: 20/02/2025 - 9:00 am
End at: 21/02/2025 - 5:00 pm
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
21
ITIL® 4 Foundation Instructor-led training
Start from: 20/02/2025 - 9:00 am
End at: 21/02/2025 - 5:00 pm
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® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm
Organizations that leverage knowledge and manage it effectively can reduce costly mistakes, accelerate the implementation of new ideas, and eliminate redundant work. A thriving knowledge management program, one that successfully captures, structures, and reuses information, is a vital component of top-performing compan , ...
  • Student Manual: PDF
HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 24/02/2025 - 9:00 am
End at: 26/02/2025 - 5:00 pm
This Knowledge Management best-practices course will provide support centre supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Service that creates and maintain , ...
  • Student Manual: PDF
25
HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 24/02/2025 - 9:00 am
End at: 26/02/2025 - 5:00 pm
This Knowledge Management best-practices course will provide support centre supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Service that creates and maintain , ...
  • Student Manual: PDF
26
HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 24/02/2025 - 9:00 am
End at: 26/02/2025 - 5:00 pm
This Knowledge Management best-practices course will provide support centre supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Service that creates and maintain , ...
  • Student Manual: PDF
27
HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm
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
Start from: 27/02/2025 - 9:00 am
End at: 28/02/2025 - 5:00 pm
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
28
Managing Difficult Customer Situations (MDCS) Instructor-led training
9:00 am - 5:00 pm
Dealing with difficult customer situations can be extremely challenging. This HDAA Training day will give you an insight into the mechanics of difficult behaviours and how you can develop and implement simple yet effective strategies to better manage these situations. This is a non-certification course and as such does , ...
  • Student Manual: PDF
HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 27/02/2025 - 9:00 am
End at: 28/02/2025 - 5:00 pm
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
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February 2025
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