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TRAINING CALENDAR

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April 2024

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IT Major Incident Management Best Practice (MIM) Instructor-led training

IT Major Incident Management Best Practice (MIM) Instructor-led training
9:00 am - 5:00 pm
IT Major Incident Management Best Practice Training MIM 768x768.png
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 test: PDF Manual
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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 test: PDF Manual
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April 2024
Monday April 22
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training Last Few Tickets
Tuesday April 23
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
May 2024
Wednesday May 1
8:00 am - 6:00 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
Wednesday May 8
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Thursday May 9
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 May 13
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Thursday May 16
9:00 am - 5:00 pm ITIL® 4 Foundation Instructor-led training Last Few Tickets
Thursday May 23
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
June 2024
Wednesday June 5
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Wednesday June 12
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
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ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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