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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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April 2025

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HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training

HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm
Knowledge Centered Service Foundation KCSF
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

HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 28/04/2025 - 9:00 am
End at: 30/04/2025 - 5:00 pm
KCS Principles KCSP
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
29

HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training

HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 28/04/2025 - 9:00 am
End at: 30/04/2025 - 5:00 pm
KCS Principles KCSP
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
30

HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training

HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 28/04/2025 - 9:00 am
End at: 30/04/2025 - 5:00 pm
KCS Principles KCSP
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
1

Managing Difficult Customer Situations (MDCS) Instructor-led training

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
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April 2025
Monday April 28
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
May 2025
Thursday May 1
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Saturday May 3
8:00 am - 6:00 pm ITSM & ITIL Masterclass: Exclusive Practitioner Training for Gold Members
Tuesday May 6
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training
Thursday May 8
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
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 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
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
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
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
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
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!

RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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