What's Up!

Visit our new blog at: HDIOC.wordpress.com. 


We will be posting updates to meetings, events, new downloads, commentary on industry developments, and especially looking for your feedback! Please visit the HDIOC Blog, bookmark it, and return often!

 

 

  • One of our Local Chapter Officers and an HDI Instructor, Paul M. Dooley, was selected to speak at the itSMF Annual Conference Sept 21-23, 2009. Get the presentation slides here!
 
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  • HDI offers several certifications for Support Professionals - CSR, SCA, SCTL and SCM.  To find out more, visit HDI's Certification Standards page!

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  • ITIL Foundations Training is also available.  Visit HDI's main web site for information on HDI's ITIL Foundations Training!
     
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  • Visit the HDI Course Catalog for a full listing of HDI courses.
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  • HDI employs a number of experienced, highly qualified instructors. 
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  • Visit the main HDI web site and meet the HDI Faculty!
     

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  • Visit HDI's main web site for information on HDI's ITIL Foundations Training!

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  • Don't find what you are looking for?     Send us an     email and we'll get back to you with our recommendations on training!
  • Visit our Sponsor Page to learn more about our Sponsors, and take advantage of their products and services.  When you do, you'll be helping to support HDI Orange County!


 

 
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 Welcome to Our Training Page!


The Help Desk Institute (HDI), the world's largest membership organization for service and support professionals, sets the standards when it comes to soft skills certification.  And ITIL defines best-practices when it comes to IT Service Management.

HDI's training curriculum is based on an internationally recognized set of open standards developed by leaders in the support industry - experts affiliated with HDI, as well as other organizations such as itSMF. HDI's certification training courses have been especially prepared teach the learning objectives for these standards, as well as prepare student for passing HDI certification. And of course ITIL training includes the exam for ITIL certification.

The benefits are clear, both to support professionals and the organizations they work for: reduced costs, improved efficiency, and increased customer satisfaction and retention.

 

Calendar of HDI and ITIL Training
 

Support Center Analyst (SCA) Certification Training

Description: Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.  The HDI Support Center Analyst (HDI-SCA) course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.  Class runs 8:30 AM - 5:30 PM, for 3 days.


2010 Dates, Times and Locations:

> Feb 8-9, Irvine, California - Completed

> Mar 1-2, San Diego, California - Completed

> Apr 19-20, Los Angeles, California: Click to Register

> May 10-11, Los Angeles, California: Click to Register

> May 24-25, San Diego, California: Click to Register

> June 14-15, Irvine, California: Click to Register

> July 12-13, Irvine, California: Our own SCA class!: Email to register

 

Desktop Support Technician (DST) Training

HDI-DST

Description: The HDI Desktop Support Technician (DST) course is designed specifically for IT support professionals who spend much of their day visiting customers at their workstations or home office.

This two-day course focuses on understanding and utilizing key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience.

2010 Dates, Times and Locations:

Please go to the main HDI web site to view available classes.  Thank you!

 

Support Center Team Lead (SCTL) Training

Description: The HDI Support Center Team Lead (HDI-SCTL) course is designed for support center professionals who have been or will be promoted to a team lead position and require fundamental management and leadership skills for their increased responsibilities.

The SCTL workshop focuses on meeting the specific needs of team leads and supervisors in a support center environment, with special attention paid to leadership and management skills.  Leadership topics include coaching, building and maintaining effective teams; hile management  subjects include building an optimal schedule, performance metrics, monitoring and reporting.  The two day runs 8:30 AM - 5:00 PM, and is a mixture of lecture, discussion, and activities to reinforce learning.


2010 Dates, Times and Locations:

> Mar 22-23, Los Angeles, California: Click to Register

> Apr 19-20, Los Angeles, California:  Click to Register

 

Support Center Manager (SCM) Certification Training

Description:

Gaining C-level 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 manager must act as a support leader and strategically align the support center to the organization.

The HDI Support Center Manager (HDI-SCM) course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization.

2010 Dates, Times and Locations:

> Mar 3-5, San Diego, California - Completed

> Apr 21-23, Los Angeles, California: Click to Register

> Jun 16-18, Irvine, California: Click to Register

 

ITIL (V3) Foundations Certification Training

Description: ITIL V3 training at its finest! This LCS®–accredited ITIL training course outlines the ITIL best-practices framework and prepares you for the ITIL v3 Foundation exam, a prerequisite for all other ITIL courses. Only ITIL V3 certified instructors at the Expert level will be delivering this course.  Topics include:

* An overview of the ITIL V3 Framework of Best Practices

* The Stages, Processes and Functions in ITIL:  Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement

Participants will learn how to improve IT operations and demonstrate overall business value during this intensive, 3 day course.  Class runs 8:30 AM - 5:00 PM daily.  The ITIL V3 Foundations Exam is included at the conclusion of the course.


2010 Dates, Times and Locations:

Please go to the main HDI web site to view available classes.  Thank you!

 

Knowledge Centered Support (KCS) Training

Description:

This course will provide support center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing mission-critical knowledge. By attending this course you will adopt a Knowledge-Centered Support (KCS) strategy 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 IT service and support organizations to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to their company.
 

2010 Dates, Times and Locations:

> May 12-14, Los Angeles, California


Please go to the main HDI web site to register for available classes.  Thank you!