HDAA Training Catalogue
Explore HDAA’s comprehensive Training Catalogue, designed to enhance your IT and business skills. We offer expert-led courses in ITIL®, HDI®, Cyber Security, and Project Management, equipping you with industry-recognized certifications and practical knowledge. Whether you’re looking to advance your IT service management, strengthen cybersecurity strategies, or refine project management skills, our tailored courses provide the expertise you need.
Browse our courses and take the next step in your professional growth!
ITIL Courses
ITIL 4® Foundation
Course
This ITIL® foundation course provides you with a firm understanding of the ITIL® 4 framework, core concepts and terminologies.
- DURATION : 2 Days
- AXELOS Certification Course
- e-Learning On-Line Course Available
- ITIL Exam Taken Online
- Prerequisite: Nil
ITIL® 4 Specialist High Velocity IT (HVIT)
The HVIT module explores the ways in which digital organizations and digital operating models function in high velocity environments.
- DURATION : 3 Days
- AXELOS Certification Course
- Virtual or On-site Delivery Only
- e-Learning Course Coming Soon
- Prerequisite: ITIL4 Foundation
ITIL® 4 Strategist Direct, Plan, and Improve (DPI)
Providing practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.
- DURATION : 3 Days
- AXELOS Certification Course
- e-Learning Course Included
- Virtual or On-site Delivery Only
- Prerequisite: ITIL4 Foundation
ITIL® 4 Specialist Create, Deliver & Support (CDS)
Integrating value streams and activities to create, deliver, and support IT-enabled services while also addressing key practices, methods, and tools.
- DURATION : 3 Days
- AXELOS Certification Course
- e-Learning On-Line Course available
- Virtual or On-site Delivery Only
- Prerequisite: ITIL4 Foundation
ITIL® 4 Specialist - Drive Stakeholder Value (DSV)
Equip candidates with essential tools to enhance stakeholder satisfaction, a key factor in today’s competitive business environment.
- DURATION : 3 Days
- AXELOS Certification Course
- e-learning: Coming soon
- Virtual: Coming Soon
- Prerequisite: ITIL4 Foundation
HDAA Courses
Managing Difficult Customer Situations (MDCS)
This course explores challenging behaviors and provides practical strategies for managing them effectively.
This is a non certification course.
- DURATION : 1 Day
- Virtual or On-site Delivery Only
- Prerequisite: Nil
Call Management Best Practice (CMBP)
Learn how to implement customer management and call management best practices to ensure exceptional customer service.
This is a non certification course
- DURATION : 1 Day
- Virtual or On-site Delivery Only
- Prerequisite: Nil
IT Major Incident Management Best Practice (MIM)
Learn to identify major incidents, understand their process flow, take ownership, and improve communication.
This is a HDAA certified course.
- DURATION : 1 Day
- Virtual or On-Site Delivery Only
- Prerequisite: Nil
HDI - Support/Service Skills Courses
Customer Service Representative (CSR)
Introducing the skills and techniques required to provide outstanding customer service and support.
- DURATION : 1 Day
- HDI Certification Course
- e-Learning On-Line Course Available
- Prerequisite: Nil
Support Center Team Lead (SCTL)
Master the skills to provide outstanding customer support, drive process improvement, coach for success, and manage daily team operations.
- DURATION : 2 Days
- HDI Certification Course
- e-Learning On-Line Course Available
- Prerequisite: SCA is recommended
Support Centre Manager (SCM)
SCM enables support center managers to meet operational needs, align with the organization, add value, and fulfill commitments.
- DURATION : 3 Days
- HDI Certification
- Prerequisite: SCTL is recommended unless industry experience
Desktop Advanced Support Technician (DAST)
Participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment.
- DURATION : 2 Days
- HDI Certification Course
- e-Learning On-Line Course Available
- Prerequisite: SCA
Support Center Analyst (SCA)
As the first point of contact, service desk professionals must ensure exceptional customer care in every interaction.
- DURATION : 2 Days
- HDI Certification Course
- e-Learning On-Line Course Available
- Prerequisite: Nil
HDAA MEMBER WORKSHOPS
HDAA run at least 3 member workshops per year and all are recorded for future reference.
Have a look at our previous workshops,
there is bound to be something that sparks your interest.
VIEW WORKSHOP VIDEO’S
*Access is Dependant on your membership level
HDI - Knowledge Management Courses
Knowledge Centered Service Foundation (KCSF)
Be introduced to the fundamental concepts of the Knowledge-Centered Service (KCSSM) methodology.
- DURATION : 1 Days
- HDI Certification Course
- e-Learning On-Line Course Available
- Prerequisite: Nil
Knowledge Centered Service Principles (KCSP)
Providing participants with a set of practical steps for capturing, storing, and successfully reusing knowledge.
- DURATION : 3 Days
- HDI Certification Course
- Prerequisite: KCSF is recommended but not essential
Cyber Security Courses
ISO 27001 Foundation
Designed to foster a strong security-conscious mindset among employees across all levels of the organization.
- DURATION : 2 Days
- EXIN Certification
- On-Line Course COMING SOON
- Prerequisite: Cyber security experience