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HDI Training
HDI Global Training Schedule |
8/24/10,
HDI Support Center Team Lead
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The support center team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer.
Lafayette Hill, PA US 8/24/2010-8/25/2010 Read more... |
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8/24/10,
Knowledge-Centered Support (KCS) Fundamentals
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This course will provide support center supervisors, managers, and directors with an awareness of knowledge management best practices. This course introduces the fundamental concepts of the Knowledge-Centered Support (KCS?) methodology that will shift your support center from a call-centric model to a knowledge-oriented model.
KCS, developed by the renowned Consortium for Service Innovation, defines a set of principles and practices proven to allow service and support organizations to significantly:
HDI, Virtual Classroom USA 8/24/2010-8/26/2010 Read more... |
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8/25/10,
HDI Support Center Manager
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The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
Seattle, WA US 8/25/2010-8/27/2010 Read more... |
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8/25/10,
HDI Support Center Manager
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The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
Dallas, TX US 8/25/2010-8/27/2010 Read more... |
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9/13/10,
HDI Support Center Analyst
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Help desk professionals and support center 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.
Boston, MA USA 9/13/2010-9/14/2010 Read more... |
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9/14/10,
HDI Support Center Manager
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The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
Atlanta, GA USA 9/14/2010-9/16/2010 Read more... |
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9/14/10,
HDI Certified Instructor
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9/14/10,
Configuration Management (Virtual)
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ITIL v2 talked about the configuration management database and its relationship with all of the ITIL processes. ITIL v3 says the support organization needs service asset and configuration management supported by a configuration management system, which is made up of many physical configuration management databases integrated by the Federated configuration management database.
HDI, Virtual Classroom USA 9/14/2010-9/16/2010 Read more... |
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9/14/10,
Change Management (Virtual)
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Ever feel like change management ties your hands? Learn the purpose and objectives of change management, the supporting process, and the tools and templates for an implementation roadmap.
HDI, Virtual Classroom USA 9/14/2010-9/16/2010 Read more... |
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9/15/10,
HDI Support Center Director
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Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation?s success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.
Toronto, ON CAN 9/15/2010-9/17/2010 Read more... |
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9/15/10,
Knowledge Management Foundations: KCS Principles
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KCS, developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization. KCS is proven to allow service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization?s value to the company.
Toronto, ON CAN 9/15/2010-9/17/2010 Read more... |
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9/15/10,
HDI Support Center Manager
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The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
Boston, MA USA 9/15/2010-9/17/2010 Read more... |
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9/15/10,
HDI Support Center Analyst
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Help desk professionals and support center 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.
Toronto, ON CAN 9/15/2010-9/16/2010 Read more... |
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9/15/10,
HDI Support Center Manager
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The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
Toronto, ON CAN 9/15/2010-9/17/2010 Read more... |
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9/20/10,
HDI Support Center Analyst
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Help desk professionals and support center 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.
Cleveland, OH USA 9/20/2010-9/21/2010 Read more... |
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9/20/10,
HDI Support Center Analyst
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Help desk professionals and support center 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.
Houston, TX USA 9/20/2010-9/21/2010 Read more... |
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9/21/10,
HDI Support Center Director
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Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation?s success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.
Arlington, VA USA 9/21/2010-9/23/2010 Read more... |
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9/21/10,
Building Your Service Catalog (Virtual)
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What drives service level agreements, operational level agreements, underpinning contracts, and support center processes? How can the support center communicate to customers that it is truly customer-focused and genuinely interested in putting the customer first?
HDI, Virtual Classroom USA 9/21/2010-9/23/2010 Read more... |
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9/22/10,
HDI Support Center Manager
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The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
Cleveland, OH USA 9/22/2010-9/24/2010 Read more... |
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9/22/10,
HDI Support Center Manager
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The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
Houston, TX USA 9/22/2010-9/24/2010 Read more... |
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