HDI Announces 3 New Certification Offerings

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<p><strong>Las Vegas &mdash; May 2</strong><br />HDI, a membership association for help desk, IT service and support professionals and a certification body for the industry, has announced its new HDI Support Center Director Certification preparatory course and examination. </p><p>HDI also announced that its HDI Support Center Analyst Certification preparatory course is now available online, and that its Knowledge Management Foundations: KCS Principles course now includes a certification designation. </p><p>The announcements were made by Rick Joslin, executive director of certification and training at the 2007 HDI Conference &amp; Expo, which is being held this week at Mandalay Bay in Las Vegas.<br /><br />The HDI Support Center Director Certification preparatory course is designed for directors and experienced managers who provide strategic leadership for the support organization. </p><p>Participants learn how to use their knowledge and communication skills to align their department with organizational goals, operate effectively under-budget and resource constraints and techniques to market their support centers to upper management. </p><p>The three-day, instructor-led course assists participants in preparing for the HDI Support Center Director certification exam.<br /><br />The course focuses on how to align support strategies with business goals and objectives; quantify the value of the support center; effectively lead the support organization; develop policies and goals; identify strategies for continuous improvement; assess the support center&#39;s maturity; implement IT financial management principles; techniques for sourcing, motivating and retention; strategies for professional development and succession planning; vendor selection and management; ITIL processes; developing a balanced score card, morning report, executive brief, business case, report distribution matrix, succession plan, ROI calculator and decision matrix.<br /><br />&quot;This course is ideal for developing leadership skills,&quot; said Mark Fitzgerald of Boise State University. &quot;Many managers and directors are put into a position of leadership but not given the tools to succeed.&nbsp; This course cuts through the fluff to help support center senior management. I would recommend it for both new and seasoned directors.&quot; </p><p>HDI also announced that its HDI Support Center Analyst Certification preparatory course is now available online. </p><p>The course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for support center processes and tools, as well as an introduction to core ITIL processes. </p><p>Participants learn to: assess customer business needs and exceed customer expectations, improve critical thinking skills to resolve incidents quickly and consistently satisfy customers by using active listening skills and effective communication strategies, identify and diffuse challenging customer behavior, create win-win interactions with customers, management, and team members and develop an awareness of core ITIL processes.<br /><br />Finally, HDI announced the launch of certification standards and a certification examination to support its Knowledge Management Foundations: KCS Principles training.</p>

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