Service Management
HDI速 Elevating Customer Experience through the Development of the Technical Support Industry
HDI: Global Standard for the Technical Service and Support Industry In partnership with HDI, the world’s largest professional association and certification body for the technical service and support industry, ITpreneurs is proud to offer a wide portfolio of certification and training for various roles. HDI is the first professional association created for the technical support industry and the leading source for emerging trends and best practices for help desk/service desk/support center functions/ organizations. It is built upon industry standards recognized around the globe and developed by an international committee of experts and practitioners.
HDI & ITpreneurs A Global Footprint for the Technical Service and Support Industry HDI training helps improve efficiency, increase services quality, and encourage professional development for support center organizations.
HDI: Best Practices in Technical Support As a recognized certification body for the technical support industry, HDI certifications demonstrate that individuals understand the customer service skills and service management processes required to provide quality technical support. Each HDI certification is designed to focus on the competencies required for a specific role, ranging from Customer Service Representative to Support Center Director. HDI offers training that helps individuals prepare for the certification exams while building their knowledge base and developing skills based on the certification standards. While each course may cover similar topics, the content within those topics will vary from role to role. This ensures consistency throughout the entire support organization.
Target Audience • •
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Technical Service & Support Organizations Front-line support staff who provide phone support, generally, for non-technical questions (e.g., Call Center, Customer Service, Client Services) Supervisors and Managers Directors, Senior Managers and C-Level Executives HDI Certification & Training Methodology
Professional Development Recommended for technical support professionals who wish to improve their skills and advance their career through industry-leading certification and training. HDI has certified more than 50,000 service and support professionals since 1999. Companies that have trained with or have been certified by HDI include: • • • • • •
American Express Corporate Services DaVita Department of Veteran Affairs Hewlett Packard Kroger Orlando Health Service Desk
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Pepsi Bottling Ventures Qualcomm SONIC Drive-Ins Time Warner Cable UL PureSafety University of Pittsburgh
Benefits of HDI Training Courses HDI certification is important for both professional development and the quality of the support center. Validates knowledge, quality, and dedication to customer service and support.
Provides professional credentials that promote individual skills.
Demonstrates a commitment to excellence.
Promotes recognition from the service and support industry.
Is utilized by hiring managers when screening potential employees.
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Why Become an Official HDI Training Partner Synergy
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If you are already operating in the ITSM training domain, this portfolio aligns well with your existing offering.
Adopting the HDI portfolio is the opportunity to differentiate yourself from your competition and add a new revenue stream.
HDI is recognized and adopted around the globe setting the standards for technical support professionals.
“In our industry, the support center is more than just a nine-to-five job. Meeting the expectations for superior customer service requires systems and procedures, but it also calls for a real emphasis on people; and we have found that HDI training is a key element that prepares our agents to deliver a service that leaves customers smiling.” Mitch Bryant, Support Center Manager, Norton Healthcare
Careers in Technical Service and Support , Powered by ITpreneurs
About ITpreneurs ITpreneurs offers innovative competence development programs for IT best practices to support the educational needs of IT professionals. With expertise in key domains including Cloud Computing, ITSM, IT Governance, Information Security, Process Improvement, and Project Management, ITpreneurs provides guidance on disparate frameworks and integrated solutions. Learn more about us at www.ITpreneurs.com and follow us on Twitter at http://twitter.com/#!/itpreneurs.
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