Service Management

HDI®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 certifi cation body for the technical service and support industry, ITpreneurs is proud to off er a wide portfolio of certifi cation and training for various roles.

HDI is the fi rst 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 e� ciency, increase services quality, and encourage professional

development for support center organizations.

HDI: Best Practices in Technical Support

As a recognized certifi cation body for the technical support industry, HDI certifi cations demonstrate that individuals understand the customer service skills and service management processes required to provide quality technical support. Each HDI certifi cation is designed to focus on the competencies required for a specifi c role, ranging from Customer Service Representative to Support Center Director.

HDI off ers training that helps individuals prepare for the certifi cation exams while building their knowledge base and developing skills based on the certifi cation 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

• 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 Certifi cation & Training Methodology

Directors, Senior Managers and C-Level Executives

Professional Development

Recommended for technical support professionals who wish to improve their skills and advance their career through industry-leading certifi cation and training. HDI has certifi ed more than 50,000 service and support professionals since 1999. Companies that have trained with or have been certifi ed by HDI include: • American Express Corporate Services • DaVita • Department of Veteran Aff airs• Hewlett Packard• Kroger • Orlando Health Service Desk

• Pepsi Bottling Ventures • Qualcomm• SONIC Drive-Ins • Time Warner Cable • UL PureSafety • University of Pittsburgh

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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.

Benefi ts of HDI Training Courses

HDI certifi cation is important for both professional development and the quality of the support center.

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© Copyright 2013 by ITpreneurs Nederland B. V. All rights reservedHDI® is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC, which is used by permission of and under licensing agreement with HDI, a part of UBM LLC. All rights reserved.

Why Become an O� cial HDI Training Partner

Synergy

If you are already operating in the ITSM training domain, this portfolio aligns well with your existing off ering.

Value

Adopting the HDI portfolio is the opportunity to diff erentiate yourself from your competition and add a new revenue stream.

Proven

HDI is recognized and adopted around the globe setting the standards for technical support professionals.

Contact Us Now

+1 800 214 6371 USA +31 (0) 10 71 10260 INT’L

info@ITpreneurs.com

About ITpreneurs

ITpreneurs off ers 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.

“In our industry, the support center is more than just a nine-to-fi ve 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

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