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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

June 2026

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Managing Difficult Customer Situations (MDCS) Instructor-led training

Managing Difficult Customer Situations (MDCS) Instructor-led training
9:00 am - 5:00 pm
Managing Difficult Customer Situations
Dealing with difficult customer situations can be extremely challenging. This HDAA Training day will give you an insight into the mechanics of difficult behaviours and how you can develop and implement simple yet effective strategies to better manage these situations. This is a non-certification course and as such does , ...
  • Student Manual: PDF
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ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training

ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Start from: 24/06/2026 - 9:00 am
End at: 25/06/2026 - 5:00 pm
ITIL5 Topic
ITIL Foundation Version 5 – Instructor-Led Training ITIL Foundation Version 5 is the globally recognized entry-level certification designed to build a strong understanding of modern digital product and service management. This instructor-led training provides structured guidance, practical examples, and real-world insi , ...
  • Student Manual: PDF
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ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training

ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Start from: 24/06/2026 - 9:00 am
End at: 25/06/2026 - 5:00 pm
ITIL5 Topic
ITIL Foundation Version 5 – Instructor-Led Training ITIL Foundation Version 5 is the globally recognized entry-level certification designed to build a strong understanding of modern digital product and service management. This instructor-led training provides structured guidance, practical examples, and real-world insi , ...
  • Student Manual: PDF
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IT Major Incident Management Best Practice (MIM) Instructor-led training

IT Major Incident Management Best Practice (MIM) Instructor-led training
9:00 am - 5:00 pm
IT Major Incident Management Best Practice Training MIM 768x768.png
This HDAA training day will help you to determine how to define and detect a major incident, look at the process flow of a major incident, explore ways of taking ownership, and the importance of communication while always working towards a speedy resolution. Topics covered include: When is an incident a major incident , ...
  • Student Manual: PDF
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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: 29/06/2026 - 9:00 am
End at: 30/06/2026 - 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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HDI® Support Centre Analyst (SCA) Instructor-led training

HDI® Support Centre Analyst (SCA) Instructor-led training
Start from: 29/06/2026 - 9:00 am
End at: 30/06/2026 - 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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HDI® Desktop Advanced Support Technician (DAST) Instructor-led training

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Start from: 01/07/2026 - 9:00 am
End at: 02/07/2026 - 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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HDI® Desktop Advanced Support Technician (DAST) Instructor-led training

HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Start from: 01/07/2026 - 9:00 am
End at: 02/07/2026 - 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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June 2026
Friday June 19
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Wednesday June 24
9:00 am - 5:00 pm ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Friday June 26
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Monday June 29
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
July 2026
Wednesday July 1
9:00 am - 5:00 pm HDI® Desktop Advanced Support Technician (DAST) Instructor-led training
Monday July 6
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Friday July 10
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
Wednesday July 15
9:00 am - 5:00 pm ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Monday July 20
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
Wednesday July 29
9:00 am - 5:00 pm HDI® Support Center Manager (SCM) Instructor-led training
August 2026
Monday August 3
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
Thursday August 6
9:00 am - 5:00 pm Managing Difficult Customer Situations (MDCS) Instructor-led training
Wednesday August 12
9:00 am - 5:00 pm ITIL® Foundation Version 5 – Ultimate Instructor-Led Certification Training
Friday August 14
9:00 am - 5:00 pm IT Major Incident Management Best Practice (MIM) Instructor-led training
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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