HDI CERTIFIED INSTRUCTOR DOU · HDI Certified Instructor DOU v3.0 Page 4 of 12 HDI Certification &...

HDICERTIFIEDINSTRUCTORDOU

HDICertification&TrainingVersion3.0,2017

DocumentofUnderstanding

HDICertifiedInstructorDOUv3.0

Page2of12 HDICertification&Training 2017

TableofContentsSection1:Overview.......................................................................................................................................3

HDITrainingProductOfferings.................................................................................................................................3CoursePre-requisites...............................................................................................................................................4

Section2:HDICertifiedInstructorExpectations.............................................................................................6EtiquetteandProfessionalism..................................................................................................................................6PreparationforCourseDelivery...............................................................................................................................6ClassroomSet-Up.....................................................................................................................................................6StayingCurrent........................................................................................................................................................7ActiveCertificationStatus........................................................................................................................................7Multi-courseAuthorization......................................................................................................................................7CopyrightViolations.................................................................................................................................................7

Section3:MaterialsandResources...............................................................................................................8HDIOnlineInstructorResources...............................................................................................................................8CourseRosters.........................................................................................................................................................8CertificateofCompletion.........................................................................................................................................9ChangeRequests......................................................................................................................................................9

Section4:Support.......................................................................................................................................10WhyWouldYouNeedtoContactHDI?...................................................................................................................10HDICustomerCareCenter......................................................................................................................................10ServiceLevels.........................................................................................................................................................11EscalationProcedures............................................................................................................................................11PriorityLevels........................................................................................................................................................12



Section1:OverviewWelcometotheHDICertifiedInstructorProgram.HDIisyourpartnerinachievingsupportcentersuccess.Fornearlythirtyyears,we’veworkedwithorganizationslikeyourstoensureyou’reequippedwiththetools,resources,andknowledgetoelevatethecustomerexperience.

HDICertifiedInstructors(HDI-CI)aretheonlyfacilitatorsauthorizedtodeliverHDIcertificationcourses.CI’sareexpectedtohaveastrongunderstandingofeachcoursetheydeliverandbeabletorelaypersonalexperiencestotransferknowledgeandaidinthelearningprocess.ACImustpassthecertificationexamatthemasterylevel(90%passrate)foreachcoursetheydesiretoteach.

HDICertifiedInstructorsareauthorizedtodeliverHDIcertificationtrainingthroughoneofthefollowingchannels:

• HDIPartner–Atrainingcompanyauthorizedtomarket,sell,anddeliverHDIcourses.

• HDICorporateTrainingPartner–Aspecificcompany,educationalinstitution,governmentagency,ororganizationthatisaclientofHDIanddesirestotraininternalsupportstaffusinganinternalHDICertifiedInstructortodeliverHDIcourses.

AsanHDICertifiedInstructor(HDI-CI),itisyourjobtocreateanengagingandinteractivelearningenvironment.Instructorsareencouragedtobecreativewhenfacilitatingthecoursematerial,withoutcompromisingconsistencyinthecourse.AsanHDICertifiedInstructor,facilitateyourcoursedeliverybyemphasizingskills-buildingstrategiesandhighlightingthecertificationstandard.AsanHDICertifiedInstructor,youareresponsiblefordeliveringvaluableinformation,drivingconsistency,andpromotingbestpracticesinyourclassroom.

HDITrainingProductOfferingsVisitwww.thinkhdi.com/certificationforacompletelistofHDIcourseofferingsanddescriptions.



CoursePre-requisitesAllHDICertifiedInstructorsarerequiredtoprovideacopyoftheirresumetoHDIasapartoftheapplicationprocess.Aminimumoftwoyearsofexperienceinasupportcenterorcontactcenterandpreviousinstructionalexperience,training,andfacilitationisrecommendedforallcourses.Inaddition,eachHDIcoursemayhaveadditionalprerequisitesthattheinstructormustsatisfy,inordertobeauthorizedtodeliveraspecificcourse.BelowaretheprerequisitesfordeliveringeachHDIcourse:HDICustomerServiceRepresentative(HDI-CSR)

• Noprerequisites• IftheInstructorisauthorizedtodelivertheHDISupportCenterAnalyst(HDI-SCA)and/ortheHDI

DesktopSupportTechnician(HDI-DST)courses;theinstructorisautomaticallyauthorizedtodeliverHDI-CSR.

HDISupportCenterAnalyst(HDI-SCA)

• ITILFoundationcertificationrecommended• InstructorswhoareauthorizedtodeliverHDI-DSTmaydeliverHDI-SCAafterpassingtheHDI-SCA

certificationatthemasterylevel.TherequirementtoattendtheHDI-SCAcourseiswaved.HDIDesktopSupportTechnician(HDI-DST)

• ITILFoundationcertificationrecommended• InstructorswhoareauthorizedtodeliverHDI-SCAmaydeliverHDI-DSTafterpassingtheHDI-DST

certificationatthemasterylevel.TherequirementtoattendtheHDI-DSTcourseiswaved.HDITechnicalSupportProfessional(HDI-TSP)

• ITILFoundationcertificationhighlyrecommended• 2-3yrs.experienceworkingwithoratalevel2orhighersupportorrelatedexperience

HDISupportCenterTeamLead(HDI-SCTL)

• ITILFoundationcertification• 2-3yrs.experienceatasupervisorylevel

HDISupportCenterManager(HDI-SCM)

• ITILFoundationcertification• 3yrs.experienceasasupportcentermanagerorrelatedconsultingexperience• KnowledgeofotherITServiceManagementframeworksrecommended,suchasISO/IEC20000

andKCS



HDIDesktopSupportManager(HDI-DSM)• ITILFoundationcertification• 3yrs.experienceasadesktopsupportmanagerorrelatedconsultingexperience• KnowledgeofotherITServiceManagementframeworksrecommended,suchasISO/IEC20000

andKCSHDISupportCenterDirector(HDI-SCD)

• ITILFoundationcertification• HDISupportCenterManager(HDI-SCM)certification• 3yrs.experienceasasupportcenterdirectororrelatedconsultingexperience• KnowledgeofotherITServiceManagementframeworksrecommended,suchasISO/IEC20000

andKCSHDIProblemManagementProfessional(HDI-PM)

• Required:OperationalSupport&Analysiscertificate(oneoftheintermediateITILcapabilitymodules)• Highlysuggested:ITILExpertcertificate

KCSFoundation

• MustbeauthorizedtodelivertheKCSPrinciplescourseKCSPrinciples

• ITILFoundationcertification• KCSPrinciplescertification• Minimum3yrs.experiencewithKnowledgeManagement



Section2:HDICertifiedInstructorExpectationsThebelowpointswerediscussedindetailduringyourattendanceoftheHDICertifiedInstructorcourse.Insummary:

EtiquetteandProfessionalismEachtimeyoufacilitateanHDItrainingcourseyouarerepresentingbothHDIandyourorganization.Weaskthatyouconductyourselfinaprofessionalmannerthatelicitsrespectfromthecourseparticipants.ItisexpectedthateachHDICertifiedInstructormeetthecourseobjectiveseachtimetheydeliveranHDItrainingcourse.AllHDICertifiedInstructorsshalldemonstratehonesty,courtesy,accuracy,andcapabilityduringthefacilitationofanHDItrainingcourse.

Attirefortrainingcoursefacilitationshouldbebetterbusinessorbusinesscasual.Forexample,dressslacksandacollaredbutton-downshirtformenordressslacksorskirtwithacollaredbutton-downshirtorblazerforwomen.HDICertifiedInstructorswillalwaysrespectthedresscodeoftheHDIpartnerandclients.

TheCertifiedInstructorwillarriveatleastonehalfhourpriortothestartoftheclassandusethattimetogettheclassroomandmediaequipmentsetup.Beginthetrainingcoursepromptlyaccordingtotheagendapublishedbythecoursesponsor.

PreparationforCourseDeliverySuccessfuldeliveryofHDItrainingcoursestakesthoroughplanning.Inordertodeliveranexceptionallearningexperienceforthecourseparticipants,youshouldunderstandthecourseflowandhowtoapplythecourseactivities.Youshouldalsobeveryfamiliarwiththecoursepresentationfilesandalllearningmaterialsthatrelatetothecourse.

HDIencouragesyoutodownloadallcoursematerialsfromHDI’sonlineInstructorResourcesandbeginpreparingforcoursedeliveryatleasttwoweekspriortodeliveringyourHDItrainingcourse.

ClassroomSet-UpHDIencouragesyoutoconsideramodifiedclassroomset-up.ExamplesofmodifiedclassroomsetupincludeaU-shapeorsemiroundsconfiguration.SeeyourHDICertifiedInstructormanualforsampleillustrations.Modifiedclassroomsetupislearner-centeredandischaracterizedbylearnersfacingeachotherinordertofostercommunicationandgroupactivitiesandcourseparticipation.

Youwillneedavideoprojector,slideadvancer,andatleastoneflipchartorwhiteboardtouseduringthedeliveryofyourtrainingcourse.



StayingCurrentHDICertifiedInstructorshaveanobligationtostaycurrentwithindustryresourcesandtrends.ThismeansthatyoushouldbeparticipatinginanyTrain-the-TraineropportunitiesthatHDIprovides,readingHDIcommunicationsandpublications,andattendingHDIorotherindustryconferences.

ActiveCertificationStatusAnHDICertifiedInstructormustmeetthefollowingrequirementannuallyinordertoremainactiveasanHDI-CI:

1. DeliverHDItrainingtoaminimumof25students.

2. AdheretothisDocumentofUnderstandingandabidebytheHDICertifiedInstructorAgreement.

3. MaintainyourHDICertifiedInstructormembership.

HDIreservestherightnottocertifyanyonewhodoesnotmeetthecriteriastatedhereinandtorevokecertifiedinstructorstatuswithreason.HDIhastherighttomonitorclasseswithnoticeaspartofourqualityassuranceprogram.AllHDICertifiedInstructorsareexpectedtoprovideaqualityexperience,respectforboththecustomerandHDI,anddemonstrateprofessionaletiquetteatalltimes.

Multi-courseAuthorizationAfterinitialacceptanceasanHDICertifiedInstructor,certifiedinstructorscanearnauthorizationtoinstructadditionalcourses.Thecertifiedinstructormustattendaninstructor-ledcourseforeachcoursetheydesiretobeauthorizedtodeliverandpasstherelatedexamatthemasterylevel(passingscoreof90%orgreater).Oncethecertificationexamispassedatamasterylevel,youcanapplytobeauthorizedtodeliverthatcourse.Inaddition,authorizationtodeliversomecoursesmayalsorequireyoutomeetwithanHDIBusinessAssociateandco-teachthecourseorreceiveadditionaltrainingtore-deliverthecourse,thusreceiveingauthorization.

Somecoursesmaypre-authorizetheinstructortodeliverarelatedcourse.Forexample,anyoneauthorizedtodelivertheHDISupportCenterAnalyst(HDI-SCA)courseisautomaticallyauthorizedtodelivertheHDICustomerServiceRepresentative(HDI-CSR)course.SeetheCoursePre-requisitessectionformoreinformation.

CopyrightViolationsForsomecourses,HDIprovidesvideos,voicefiles,casestudies,andarticlesaspartofthecoursematerials.HDIhasobtainedcopyrightclearancefortheuseoftheseadditionalresources.Ifyouuseadditionalresourcesoutsideofthoseprovided,youdoatyourownlegalrisk.HDIwillnotbeheldliableforcopyrightviolations.Additionally,asanHDICertifiedInstructoryouagreenottocopyordistributeHDIcontentwhichincludesPowerPointpresentations,coursefiles,videos,voiceclips,etc.(e.g.,alltrainingdeliverablethatarecopyrightedHDI)foranypurposeotherthanfacilitatingyourHDIcoursethatyouareauthorizedtotrain.



Section3:MaterialsandResources

HDIOnlineInstructorResourcesHDIhasasecurewebportalforallHDICertifiedInstructorstoaccessallreleasenotesandcoursematerialssuchas:PowerPointpresentations,certificationstandards,formsandtemplates,activities,videos,andvoicefiles.OnceyoucompletealloftheHDICertifiedInstructorrequirements,youwillbeprovidedlogincredentialstoaccesstheHDIonlineinstructorresourcesandhaveaccesstoonlythosecourseresourcesyouhavebeenauthorizedfor.UsethislinktoaccesstheHDIonlineinstructorresources:www.thinkhdi.com/instructors

CourseRostersTheHDIcourserosterisaformavailablefordownloadfromtheHDIonlineinstructorresources,under“CertifiedInstructorGENERALResources”.Thisformisdueviafaxore-mailtoHDIwithinonebusinessdayofthecoursecompletion.Submittheformtotraining@thinkhdi.comorviafaxtoHDIat866.373.7628.Ifthecourserosterisfaxedin,pleasefollowupwithaphonecalltoensureitwasreceived.

Thisinformationistoinclude:

• Courseparticipant’sname

• Courseparticipant’scompanyname

• Courseparticipant’sPRINTEDe-mailaddress

• Courseparticipant’ssignature

Youmaywanttoconsiderpre-populatingthecourserosterpriortothestartoftheclassifyouknowthenamesofthecourseparticipants.Otherwise,pleaseensuretherosterislegible.

WhendeliveringcoursesforHDI,HDIpartnersorclients,therostershouldbeprovidedbythem.Returnacopyoftherostertotheprovideruponcompletingthecourse.



CertificateofCompletionAsanHDICertifiedInstructor,youcanprovideacertificateofcoursecompletiontoyourstudents.AnHDI-approvedcertificationofcoursecompletiontemplateisavailabletodownloadfromtheHDIonlineinstructorresources,under“CertifiedInstructorGENERALResources”.

ThecertificateofcoursecompletionismeanttoacknowledgethatacourseparticipanthascompletedanHDItrainingcourse.Thecourseparticipantcandisplaythecertificateontheirworkstation,oritcanbefiledintheiremployeefile.ForHDIsponsoredcourses,HDIwillprovidethecompletedcertificatestotheinstructoratthestartofthecourse.

1. Downloadtheformatwww.thinkhdi.com/instructors>CertifiedInstructorGENERALResources.

2. Entertheparticipant’sfirstandlastname,coursename,andcoursedateinthedesignatedtextboxes.

3. Enteryour(instructor's)nameinthebottomlefttextbox.

4. Printeachcertificatetoacolorprinter;youmaywanttousehighqualitypaper.

5. Signeachcertificate.

6. Distributecertificatesattheendofthecourse.

ChangeRequestsIfyouneedtosubmitacorrectionorrecommendationforchange,[email protected],typeofcoursematerial(e.g.,coursemanual,PowerPoint,onlinepracticetest,voicefile,etc.),unit,andpagenumber.YourrequestforchangewillbesubmittedtoanHDIInstructionalDesignerwhowillfollowupwithyou.



Section4:Support

WhyWouldYouNeedtoContactHDI?

TrainingSupport

• Missingcoursewareorder• Respondtocertificationexamissues• Set-upandprocesscertificationexams• Respondtocoursecontentissues• Respondtocertifiedinstructorissues

LearningCenterSupport

• HDILearningCenteroutage• Resendlogincredentials• Respondtocertificationexamaccessissues• Providelevel1technicalsupport• Set-upandprocessexamextensions• Set-upandprocessexamretakes

HDICustomerCareCenterTheHDICustomerCareCenterisopenfrom7:00am-5:00pmMST.

Phone:(800)248-5667–US

(719)268-0174–Worldwide

E-mail:[email protected]

Fax: 866.373.7628

Web: www.thinkhdi.com



ServiceLevelsServicelevelshavebeensetbasedonindustrybestpractices.

• Phonecalls–90%ofcallsansweredwithin15seconds(aboutthreerings)

• WebRequest–1hourresponsetime

• E-mailRequest–4hourresponsetime

• FaxRequest–4hourresponsetime

• Twodayresponsetimeforallcoursewareordersreceivedduringpostedbusinesshours

• Courserosters–2businessdaystosetupandactivatecertificationexamsfromthetimethecourserosterisreceived

• HDILearningCenterandHDIWebsite–99%Availability

• MeanTimetoResolutionforHDILearningCenterandHDIWebsite–within1businessday

EscalationProceduresToresolvecustomerissues,theHDICustomerCareTeamhasathreelevelescalationprocessinplacebasedontheseverityoftheissue.Prioritydefinitionandescalationpathsaredefinedinthefollowingtable.TheescalationteamconsistsoftheHDICustomerCareTeam,HDICertificationandTrainingTeam,andHDIInformationTechnologyTeam.

TheHDICustomerCareTeamisfirstlevelsupportforallissues.TheCustomerCareTeammaybecontactedusingtheinformationprovidedabove.



PriorityLevels

Priority Definition ResponseTime

Escalation

1 BusinessCritical

• Websiteoutage

• Learningcenteroutage

• Scheduledcourserecovery

15minutes Immediate

• CCCManager

• Traininglogistics

• ITManager

• HDILearningCenterAdministrator

• ExecutiveDirector

2

BusinessStopped

• Unabletoprocessorder

• UnabletoaccessHDILearningCenter

• UnabletologintoHDIwebsite

• Customerfeedbackwithurgency

1hour 1hour

• CCCManager

• ITManager

• HDILearningCenterAdministrator

3 NormalBusiness

• Standardrequests

• OrderProcessing

• Invoice

• Sales

• CustomerInquires

1BusinessDay 1Day

• CCCManager

4 Non-businessCritical

• Customercomment

• Customerfeedback

• Websitecontenterror

• Vendorcall

2BusinessDays

1Week

• AppropriateManagement

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