February 2025
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- 19IT Major Incident Management Best Practice (MIM) Instructor-led training9:00 am - 5:00 pmThis 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
- 20ITIL® 4 Foundation Instructor-led trainingStart from: 20/02/2025 - 9:00 amEnd at: 21/02/2025 - 5:00 pmThis 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
- 21ITIL® 4 Foundation Instructor-led trainingStart from: 20/02/2025 - 9:00 amEnd at: 21/02/2025 - 5:00 pmThis 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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- 24HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training9:00 am - 5:00 pmOrganizations 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 trainingStart from: 24/02/2025 - 9:00 amEnd at: 26/02/2025 - 5:00 pmThis 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
- 25HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led trainingStart from: 24/02/2025 - 9:00 amEnd at: 26/02/2025 - 5:00 pmThis 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
- 26HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led trainingStart from: 24/02/2025 - 9:00 amEnd at: 26/02/2025 - 5:00 pmThis 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
- 27HDI® Customer Service Representative (CSR) Instructor-led training9:00 am - 5:00 pmThis 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 trainingStart from: 27/02/2025 - 9:00 amEnd at: 28/02/2025 - 5:00 pmHelp 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
- 28Managing Difficult Customer Situations (MDCS) Instructor-led training9:00 am - 5:00 pmDealing 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 trainingStart from: 27/02/2025 - 9:00 amEnd at: 28/02/2025 - 5:00 pmHelp 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
Wednesday
February 19
9:00 am - 5:00 pm
IT Major Incident Management Best Practice (MIM) Instructor-led training
Thursday
February 20
9:00 am - 5:00 pm
ITIL® 4 Foundation Instructor-led training
Monday
February 24
Thursday
February 27
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
Friday
February 28
9:00 am - 5:00 pm
Managing Difficult Customer Situations (MDCS) Instructor-led training
March 2025
Monday
March 3
9:00 am - 5:00 pm
HDI® Support Center Manager (SCM) Instructor-led training
Friday
March 7
9:00 am - 5:00 pm
Managing Difficult Customer Situations (MDCS) Instructor-led training
Monday
March 10
9:00 am - 5:00 pm
ITIL® 4 Foundation Instructor-led training
Thursday
March 13
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
March 17
Friday
March 21
9:00 am - 5:00 pm
IT Major Incident Management Best Practice (MIM) Instructor-led training
Monday
March 24
9:00 am - 5:00 pm
HDI® Support Center Team Lead (SCTL) Instructor-led training
Wednesday
March 26
9:00 am - 5:00 pm
HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
April 2025
Tuesday
April 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
Thursday
April 3
9:00 am - 5:00 pm
HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Monday
April 7
9:00 am - 5:00 pm
ITIL® 4 Foundation Instructor-led training
Wednesday
April 9
9:00 am - 5:00 pm
Managing Difficult Customer Situations (MDCS) Instructor-led training
Thursday
April 10
9:00 am - 5:00 pm
HDI® Support Center Team Lead (SCTL) Instructor-led training
Monday
April 14
9:00 am - 5:00 pm
HDI® Support Center Manager (SCM) Instructor-led training
Wednesday
April 23
9:00 am - 5:00 pm
IT Major Incident Management Best Practice (MIM) Instructor-led training
Monday
April 28
May 2025
Thursday
May 1
9:00 am - 5:00 pm
Managing Difficult Customer Situations (MDCS) Instructor-led training
Monday
May 5
9:00 am - 5:00 pm
ITIL® 4 Foundation Instructor-led training
Wednesday
May 7
9:00 am - 5:00 pm
HDI® Support Center Team Lead (SCTL) Instructor-led training
Monday
May 12
9:00 am - 5:00 pm
IT Major Incident Management Best Practice (MIM) Instructor-led training
Tuesday
May 13
Monday
May 19
9:00 am - 5:00 pm
HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Wednesday
May 21
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
May 27
9:00 am - 5:00 pm
HDI® Support Center Manager (SCM) Instructor-led training
June 2025
Monday
June 2
9:00 am - 5:00 pm
HDI® Support Center Team Lead (SCTL) Instructor-led training
Tuesday
June 10
Friday
June 13
9:00 am - 5:00 pm
Managing Difficult Customer Situations (MDCS) Instructor-led training
Monday
June 16
9:00 am - 5:00 pm
HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Thursday
June 19
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
June 23
9:00 am - 5:00 pm
IT Major Incident Management Best Practice (MIM) Instructor-led training
Tuesday
June 24
9:00 am - 5:00 pm
HDI® Support Center Manager (SCM) Instructor-led training
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
Wednesday
July 9
9:00 am - 5:00 pm
HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Monday
July 14
9:00 am - 5:00 pm
Managing Difficult Customer Situations (MDCS) Instructor-led training
Tuesday
July 15
Monday
July 21
9:00 am - 5:00 pm
IT Major Incident Management Best Practice (MIM) Instructor-led training
Tuesday
July 22
9:00 am - 5:00 pm
HDI® Support Center Manager (SCM) 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
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
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
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
Monday
December 22
9:00 am - 5:00 pm
IT Major Incident Management Best Practice (MIM) Instructor-led training
No event found!