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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. 

Full list view

July 2025

August
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HDI® Customer Service Representative (CSR) Instructor-led training

HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm
Customer Service Representative CSR
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

HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 03/07/2025 - 9:00 am
End at: 04/07/2025 - 5:00 pm
Support Centre Analyst SCA
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
4

HDI® Support Centre Analyst (SCA) Instructor-led training

HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 03/07/2025 - 9:00 am
End at: 04/07/2025 - 5:00 pm
Support Centre Analyst SCA
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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HDI® Support Center Team Lead (SCTL) Instructor-led training

HDI® Support Center Team Lead (SCTL) Instructor-led training
Start from: 07/07/2025 - 9:00 am
End at: 08/07/2025 - 5:00 pm
Support Center Team Lead SCTL
Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management , ...
  • Student Manual: PDF
8

HDI® Support Center Team Lead (SCTL) Instructor-led training

HDI® Support Center Team Lead (SCTL) Instructor-led training
Start from: 07/07/2025 - 9:00 am
End at: 08/07/2025 - 5:00 pm
Support Center Team Lead SCTL
Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management , ...
  • Student Manual: PDF
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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
Managing Difficult Customer Situations
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
15

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: 15/07/2025 - 9:00 am
End at: 17/07/2025 - 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
16

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

HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 15/07/2025 - 9:00 am
End at: 17/07/2025 - 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
17

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

HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Start from: 15/07/2025 - 9:00 am
End at: 17/07/2025 - 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
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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: PDF
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HDI® Desktop Advanced Support Technician (DAST) Instructor-led training

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Start from: 23/07/2025 - 9:00 am
End at: 24/07/2025 - 5:00 pm
Desktop Advanced Support Technician 768x768.png
Welcome to the HDI Desktop Advanced Support Technician (HDI-DAST) certification course. In this 2-day course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment. The HDI® Desktop Advanced Support Technician (DAST) certification course, part , ...
  • Student Manual: PDF
24

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Start from: 23/07/2025 - 9:00 am
End at: 24/07/2025 - 5:00 pm
Desktop Advanced Support Technician 768x768.png
Welcome to the HDI Desktop Advanced Support Technician (HDI-DAST) certification course. In this 2-day course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment. The HDI® Desktop Advanced Support Technician (DAST) certification course, part , ...
  • Student Manual: PDF
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ITIL® 4 Foundation Instructor-led training

ITIL® 4 Foundation Instructor-led training
Start from: 29/07/2025 - 9:00 am
End at: 30/07/2025 - 5:00 pm
ITIL® 4 Foundation
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
30

ITIL® 4 Foundation Instructor-led training

ITIL® 4 Foundation Instructor-led training
Start from: 29/07/2025 - 9:00 am
End at: 30/07/2025 - 5:00 pm
ITIL® 4 Foundation
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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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
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
Wednesday July 23
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) 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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ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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