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  • 1. HDI Support Center and Individual Certification
  • 2. HDI History
    • Founded: 1989, by Ron Muns
    • Mission
      • To lead the customer support profession worldwide by setting the standards, establishing certification and training programs, and providing access to industry resources. HDI provides targeted information about the technologies, tools, and trends of the help desk and customer support industry .
  • 3. HDI’s certification programs are based on internationally recognized standards developed by committees of worldwide industry leaders, help desk and support center experts, consultants and practitioners. HDI’s programs are designed to teach the learning objectives developed for each standard and to help advance support organizations to these standards. What are HDI Certifications?
  • 4. Types of HDI Certifications
    • Support Center Certification
      • Premier Certification
    • Individual Certification
      • Customer Support Specialist
      • Help Desk Analyst
      • Help Desk Manager
      • Support Center Leadership
  • 5. Individual Certification: HDI Certification Standards Developed by a variety of industry leaders: Bill Auvil – Front Range Judy Benda – PCHowTo, Inc. John Custy – JPC Group Keith Gibson – PCHowTo, Inc. Amie King – BrainBox, Inc. Ron Muns – HDI Greg Oxton – The Consortium for Service Innovation Andrew Plunkett – Brainbox, Inc. Eric Rabinowitz – Dema Education Eric Svendsen – SCInc.
  • 6. Individual Certification: Top Ten Analyst Attributes 1. Listening Skills 2. Verbal Skills 3. Telephone Customer Service 4. Questioning Skills 5. Problem-solving skills 6. Ability to think logically 7. Ability to work under pressure 8. Team Player 9. Temperament 10. Ability to learn quickly
  • 7. Individual Certification: Training and Certification Trends
    • Professional Training provided to staff:
    • Technical Systems used by Customer – 71.4%
    • Technical Systems used by Support Center – 68.8%
    • Customer Service – 65.5%
    • Troubleshooting – 43.3%
    • Personal Management – 41.1%
    • Certifications held by staff:
    • Microsoft – 66.7%
    • HDI – 49.4%
    • ITIL – 27.4%
    • Cisco – 26.5%
    Source – HDI 2004 Practices Survey
  • 8. Individual Certification: Curriculum and Standards HDI Standards – Updated Annually HDI Certification Test HDI Training Materials
  • 9. Individual Certification: HDI Model
  • 10. Individual Certification: Customer Support Specialist
    • Target
    • Individuals who would like to work in an entry-level customer support center/help desk environment.
    • Objectives
      • How to create “win/win” interactions with customers
      • How to identify underlying customer needs
      • How to meet and exceed customer expectations
      • How to deal with a variety of customer situations
      • How to actively listen
      • Guidelines for problem escalation
      • Anatomy of computers
      • Basic tools and technologies used in the Support Industry
  • 11. Individual Certification: Help Desk Analyst
    • Target
    • Front-line analysts who want to develop a foundational knowledge of help desk and support center operations.
    • Objectives
      • The help desk infrastructure and the support environment
      • Commonly used support methods - pros and cons
      • Common processes in managing help desk resources
      • The basic anatomy of computers, networks, and system administration
      • The role of the support center in asset management
      • The importance of a business contingency plan
      • The best method to solve problems more quickly, with less stress
      • How to become more creative in problem solving
  • 12. Individual Certification: Help Desk Manager
    • Target
    • This course is recommended for experienced help desk and support center supervisors, managers, and project managers who are responsible for day-to-day operations and have three to five years of experience.
    • Objectives
      • How to plan and manage enhancements to the help desk organization
      • Key processes for ensuring successful support center performance
      • How to market your services internally/externally
      • The latest technologies utilized in a service center
      • How to build effective service level agreements
      • Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees
  • 13. Individual Certification: Support Center Leadership Program
    • Target
    • SCLP is designed for experienced support center managers, directors and other management positions directly responsible for providing strategic leadership to the support organization.
    • Objectives
      • How to develop tools for evaluating and reporting
      • Implement a support center maturity model
      • How to create strategic vision
      • Strategies for delivering quality service and support
      • Finance 101 – cash flow, P&Ls, budget, and revenue building strategies
      • Negotiating skills for the Service Level Agreements (SLA)
      • Information Technology Infrastructure Library (ITIL) alignment strategies
      • Leadership management development – policy, process, and people
  • 14. Individual Certification: Other Certifications
    • Knowledge Centered Support Foundations
    • Certified Instructor Program
  • 15. Individual Certification: How To Prepare for Certification
    • Review Standards
    • Available publicly
    • Online Training
    • Internet
    • Extranet
    • http://www.thinkhdi.com/certification/alternativeTrainingMethods/
    • Classroom and On-site Training
    • HDI
    • Authorized Training Partners
  • 16. Individual Certification: How to Take Certification Test Certification Tests are proctored exams taken at any Prometric location. www.prometric.com
  • 17. Support Center Certification: What is SCC? The first and only open, standards-based, internationally recognized certification program created specifically for support centers.
  • 18. Support Center Certification: History
    • In 2000, HDI sponsored an initiative to develop open certification standards for individuals and support centers
    • Current SCC Standards Committee includes professionals from:
      • CompuCom
      • Kronos
      • Spherion
      • Highmark
      • British Telecom
      • Volkswagen
      • JPC Group
      • Remedy
      • Yoh IT Support
      • HDI Global Entities
  • 19. Support Center Certification: Design Eight core areas are represented by 66 individual standards statements
  • 20. Support Center Certification: Sample Standard 4.070 Incident Management System 1 – An automated incident management system is implemented in the support center. 2 – All primary support groups utilize the same incident management system as their primary tool for tracking incidents. 3 – The incident management system provides customers with access to log their own incidents and to check status and other information. The system also provides alternate means of access to the customers. 4 – The incident management system proactively notifies customers of changes in incident status and escalates incidents if service level commitments are missed or are approaching breach.
  • 21. Support Center Certification: Audit and Certification Benefits
    • Demonstrated service excellence
    • Continuous improvement
    • Confirmation of/dedication to industry best practices
    • Recognition and reward
    • Competitive advantage, new opportunities
    • Ultimate teambuilding
    • Cohesive support organizations
    • Use of the HDI Support Center Certification logo
  • 22. Support Center Certification: Audit and Certification ROI
    • 100% of Certified Support Centers report:
    • Increased employee satisfaction and/or reduced turnover
    • Increased customer satisfaction
    • Improved quality awareness by employees
    • The audit was a catalyst for innovation
    • Implemented and/or improved processes, tools, or systems to handle customer requests more efficiently
    • Implemented and/or improved monitoring and reporting capabilities to increase operational efficiency
    • Intention to renew their certification
  • 23. HDI anticipates another 40 centers to be certified in by year-end 2005. Support Center Certification: Certified Support Centers
  • 24. Support Center Certification: Certification Process
    • Acceptance form signature to begin audit/certification process
    • Audit preparation
    • The on-site audit
    • Application for certification
    • HDI review of scores and audit materials
    • SCC award and fulfillment
    • Promotion and publicity
    • Re-certification
  • 25. Support Center Certification: Preparation for Audit
    • Preparation options available:
    • Internal review of standards and improvement work to areas covered within standards statements
    • HDI’s online SCC Self-Evaluation
        • Free to HDI Platinum-level members
        • One year subscription with unlimited usage $395/$295 HDI members
        • 30-day free trial available
    • Send team member/project manager to the HDI SCC Audit Preparation Training Class
    • If preparation assistance is needed, SCC auditors and other consultants can assist
  • 26. Support Center Certification: HDI SCC Audit Review HDI carefully reviews all audit documents and materials for completeness and compliance to the HDI SCC Standards. With the assistance of the audit report, supporting materials and the Auditor’s recommendation, HDI makes the final decision regarding award of Certified Support Center status.
    • HDI review:
    • 5-day turnaround
    • Phone verification with auditors and clients as needed
  • 27. Support Center Certification: Re-certification
    • Initial certification valid for two years
    • Renewal yearly following initial certification
    • Renewal audits include a one-to two-day on-site mini audit and 25% review of standards
  • 28. Support Center Certification: Recent Developments
    • Updated standards including ITIL improved compliance
    • Certified Support Center meeting at the annual conference
    • Facilitated benchmarking with other Certified Support Centers
    • Premier Certified Support Center status
  • 29. Support Center Certification: For More Information The most recent standards can be downloaded at: http://www. thinkhdi .com/files/ pdfs / SupportCenterCert . pdf More information and the self-test can be accessed at: www.thinkhdi.com/certification/sitecertification
  • 30. Questions?
  • 31. Chris Hediger Service Delivery Manager Yoh IT Support 610.650.6246 [email_address]