HDAA TRAINING CATALOGUE
ITIL Courses
ITIL 4® Foundation
course
This ITIL® foundation course provides you with a firm understanding of the ITIL® 4 framework, core concepts and terminologies.
- DURATION : 2 Days
- AXELOS Certification Course
- e-Learning On-Line Course Available
- ITIL Exam Taken Online
ITIL® 4 Specialist High Velocity IT (HVIT)
The HVIT module explores the ways in which digital organizations and digital operating models function in high velocity environments.
- DURATION : 3 Days
- AXELOS Certification Course
- Virtual or On-site Delivery Only
- e-Learning Course Coming Soon
ITIL® 4 Strategist Direct, Plan, and Improve (DPI)
Providing practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.
- DURATION : 3 Days
- AXELOS Certification Course
- e-Learning Course Included
- Virtual or On-site Delivery Only
ITIL® 4 Specialist Create, Deliver & Support (CDS)
Focusing on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools
- DURATION : 3 Days
- AXELOS Certification Course
- e-Learning On-Line Course available
- Virtual or On-site Delivery Only
ITIL® 4 Specialist - Drive Stakeholder Value (DSV)
DSV will provide candidates with the tools to increase stakeholder satisfaction, which is integral to business success in the current competitive landscape.
- DURATION : 3 Days
- AXELOS Certification Course
- COURSE COMING SOON
HDAA Courses
Managing Difficult Customer Situations (MDCS) Training
This course 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.
- DURATION : 1 Day
- Virtual or On-site Delivery Only
Call Management Best Practice (CMBP) Training
Learn how to implement customer management and call management best practices to ensure exceptional customer service.
This is a non certification course
- DURATION : 1 Day
- Virtual or On-site Delivery Only
IT Major Incident Management Best Practice (MIM) Training
Determine how to define and detect a major incident, look at the process flow of a major incident, explore ways of taking ownership, and communication
This is a HDAA certified course.
- DURATION : 1 Day
- Virtual or On-Site Delivery Only
HDI - Support/Service Skills Courses
Customer Service Representative (CSR) Training
Introducing the skills and techniques required to provide outstanding customer service and support.
- DURATION : 1 Day
- HDI Certification Course
- e-Learning On-Line Course Available
Support Center Team Lead (SCTL) Training
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.
- DURATION : 2 Days
- HDI Certification Course
- e-Learning On-Line Course Available
Support Centre Manager (SCM) Training
SCM helps support centre managers satisfy operational demands and build a support centre that aligns with the organization, adds value to the business, and delivers on its commitments.
- DURATION : 3 Days
- HDI Certification
Desktop Advanced Support Technician (DAST) Training
Participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment.
- DURATION : 2 Days
- HDI Certification Course
- e-Learning On-Line Course Available
Support Center Analyst (SCA) Training
As the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction.
- DURATION : 2 Days
- HDI Certification Course
- e-Learning On-Line Course Available
HDAA MEMBER WORKSHOPS
HDAA run at least 3 member workshops per year and all are recorded for future reference.
Have a look at our previous workshops,
there is bound to be something that sparks your interest.
VIEW WORKSHOP VIDEO’S
*Access is Dependant on your membership level
HDI - Knowledge Management Courses
Knowledge Centered Service Foundation (KCSF)
Be introduced to the fundamental concepts of the Knowledge-Centered Service (KCSSM) methodology.
- DURATION : 1 Days
- HDI Certification Course
- e-Learning On-Line Course Available
Knowledge Centered Service Principles (KCSP)
Providing participants with a set of practical steps for capturing, storing, and successfully reusing knowledge.
- DURATION : 3 Days
- HDI Certification Course
Cyber Security Courses
ISO 27001 Foundation
Designed to instill a security-conscious mindset for employees on every level within organizations
- DURATION : 2 Days
- EXIN Certification
- On-Line Course COMING SOON
Resilia Foundation
Learn how to make good cyber resilience an efficient part of business and operational management.
- DURATION : 3 Days
- AXELOS Certification
- e-Learning On-Line Course Available
Resilia Practitioner
- DURATION : 2 Days
- AXELOS Certification
Project Management Courses
Agile Project Management (PM) Foundation
Agile is a flexible and interactive project management methodology that will fast track results for your business. This course prepares candidates for the APMG Agile Project Management (AgilePM®) Foundation certification exam.
- DURATION : 3 Days
- APMG International Certification
- e-Learning On-Line Course Available
PRINCE2®
Foundation
Course
PRINCE2® is a credible and prominent methodology that concentrates on boosting productivity and extracting the best from resources.
- DURATION : 2 – 3 Days
- AXELOS Certification
- e-Learning On-Line Course Available
PRINCE2®
Agile
Course
PRINCE2 Agile describes how to configure and tune PRINCE2 so that it can be used in the most effective way when combining it with agile behaviours, concepts, frameworks and techniques.
- DURATION : 2 – 3 Days
- AXELOS Certification
- COMING SOON
