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Training Calendar

The HDAA Training Calendar provides a comprehensive schedule of upcoming instructor-led courses designed to enhance skills in IT service management and customer support. The calendar includes courses such as IT Major Incident Management Best Practice (MIM), HDI® Knowledge-Centered Service Foundations (KCSF), HDI® Support Center Manager (SCM), and ITIL® 4 Foundation. These sessions are offered virtually, allowing participants to engage from various locations. 

Full list of upcoming courses each month

August 2026

September
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HDI® Support Center Team Lead (SCTL) Instructor-led training

HDI® Support Center Team Lead (SCTL) Instructor-led training
Start from: 17/08/2026 - 9:00 am
End at: 18/08/2026 - 5:00 pm
Support Center Team Lead SCTL
Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management , ...
  • Student Manual: PDF
18

HDI® Support Center Team Lead (SCTL) Instructor-led training

HDI® Support Center Team Lead (SCTL) Instructor-led training
Start from: 17/08/2026 - 9:00 am
End at: 18/08/2026 - 5:00 pm
Support Center Team Lead SCTL
Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management , ...
  • Student Manual: PDF
19

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Start from: 19/08/2026 - 9:00 am
End at: 20/08/2026 - 5:00 pm
Desktop Advanced Support Technician 768x768.png
Welcome to the HDI Desktop Advanced Support Technician (HDI-DAST) certification course. In this 2-day course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment. The HDI® Desktop Advanced Support Technician (DAST) certification course, part , ...
  • Student Manual: PDF
20

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Start from: 19/08/2026 - 9:00 am
End at: 20/08/2026 - 5:00 pm
Desktop Advanced Support Technician 768x768.png
Welcome to the HDI Desktop Advanced Support Technician (HDI-DAST) certification course. In this 2-day course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment. The HDI® Desktop Advanced Support Technician (DAST) certification course, part , ...
  • Student Manual: PDF
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27

HDI® Customer Service Representative (CSR) Instructor-led training

HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm
Customer Service Representative CSR
This course includes the HDI certification exam. This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess custo , ...
  • Student Manual: PDF

HDI® Support Centre Analyst (SCA) Instructor-led training

HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 27/08/2026 - 9:00 am
End at: 28/08/2026 - 5:00 pm
Support Centre Analyst SCA
Help desk professionals and support centre analysts provide front-line support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. This certification verifies that front-line technical support professionals , ...
  • Student Manual: PDF
28

HDI® Support Centre Analyst (SCA) Instructor-led training

HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 27/08/2026 - 9:00 am
End at: 28/08/2026 - 5:00 pm
Support Centre Analyst SCA
Help desk professionals and support centre analysts provide front-line support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. This certification verifies that front-line technical support professionals , ...
  • Student Manual: PDF
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30
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HDI® Support Center Manager (SCM) Instructor-led training

HDI® Support Center Manager (SCM) Instructor-led training
Start from: 31/08/2026 - 9:00 am
End at: 02/09/2026 - 5:00 pm
Support Center Manager SCM
Support Center Manager training explores how the support centre’s strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce management, and support centre marketing. This certification verifies that the support centre manager possesses th , ...
  • Student Manual: PDF
1

HDI® Support Center Manager (SCM) Instructor-led training

HDI® Support Center Manager (SCM) Instructor-led training
Start from: 31/08/2026 - 9:00 am
End at: 02/09/2026 - 5:00 pm
Support Center Manager SCM
Support Center Manager training explores how the support centre’s strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce management, and support centre marketing. This certification verifies that the support centre manager possesses th , ...
  • Student Manual: PDF
2

HDI® Support Center Manager (SCM) Instructor-led training

HDI® Support Center Manager (SCM) Instructor-led training
Start from: 31/08/2026 - 9:00 am
End at: 02/09/2026 - 5:00 pm
Support Center Manager SCM
Support Center Manager training explores how the support centre’s strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce management, and support centre marketing. This certification verifies that the support centre manager possesses th , ...
  • Student Manual: PDF
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August 2026
Monday August 17
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Wednesday August 19
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Thursday August 27
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Monday August 31
9:00 am - 5:00 pm HDI® Support Center Manager (SCM) Instructor-led training
September 2026
Monday September 7
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Tuesday September 15
9:00 am - 5:00 pm ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Wednesday September 23
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
October 2026
Thursday October 1
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Tuesday October 6
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Friday October 9
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Monday October 12
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Tuesday October 13
9:00 am - 5:00 pm ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Thursday October 22
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Monday October 26
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
November 2026
Monday November 2
9:00 am - 5:00 pm HDI® Support Center Manager (SCM) Instructor-led training
Thursday November 5
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Wednesday November 11
9:00 am - 5:00 pm ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Friday November 13
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Monday November 16
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Monday November 30
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
December 2026
Wednesday December 2
9:00 am - 5:00 pm HDI® Customer Service Representative (CSR) Instructor-led training
9:00 am - 5:00 pm HDI® Support Centre Analyst (SCA) Instructor-led training
Friday December 4
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Monday December 7
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Foundations (KCSF) Instructor-led training
9:00 am - 5:00 pm HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
Wednesday December 16
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Thursday December 17
9:00 am - 5:00 pm HDI® Support Center Team Lead (SCTL) Instructor-led training
Monday December 21
9:00 am - 5:00 pm ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
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