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Series Overview
In this introductory training Nugget, we will take a look at the HDI certification. We will go through the methodology, the HDI certification exam standards, guidelines, and much more.
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00:14:59 |
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Leadership and Ethics
As the title indicates, this training Nugget will cover leadership and ethics. Not only is this part of the certification exam, it is also an important topic both for the exam, but also in general.
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00:23:09 |
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00:23:55 |
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The Role of the SCA
We could go through this training on the HDI SCA or Support Center Analyst, without going through with the role of an SCA actually is and what will be your normal tasks and expectations.
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00:28:55 |
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Policy and the Support Center
Every work place has policies and this training will go through the policy as it relates to a support center and your role and the support center analyst.
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00:18:04 |
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Support Center Services and Metrics
With this training Nugget, we launch into the main body of the HDI certification exam. We will look at the role of the support center, but more importantly metrics and service measurements. Which we all know that metrics and measurements are what tell you and your employer the effectiveness of the department.
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00:30:58 |
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Teamwork and Rapport
Time to look at teamwork, rapport and stress management. While ability to do your job is vital, your work relationships can be equally important. This training will cover the topic for the certification exam, but hopefully this can help you in all aspects of your life as well.
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00:23:38 |
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Support Center Technical Infrastructure
This training Nuggets will go over the topics of; infrastructure technologies, telephony (phone system), and cti (computer telephony integration). While this will primarily cover the logistics of communication, it is a vital part of the HDI certification exam.
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00:25:47 |
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Service Delivery Methods
So how do you deliver your service? In this training video, we are going to cover the ways and methods in which service can be delivered.
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00:20:42 |
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Support Types Part I
In part 1 of this 2 part training on support types, we will cover; desk side support, remote access technologies and self service solutions.
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00:31:06 |
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Support Types Part II
Lets finish up the support types training topic with; integrated systems and monitoring/alert systems.
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00:19:46 |
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Quality Assurance
Are you doing a good job? This training video will cover the topic of QA or quality assurance. We will go through procedures, in-depth QA, and the mechanism for that quality assurance, which is the survey.
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00:22:06 |
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Introducing ITIL Part I
ITIL is a foundation schema that we will this training will cover. To be more specific, we will cover best practices/frameworks, ITIL & SLM, and change management. This is the first video in the two parts that will cover ITIL. If you are a annual subscriber and wish to get very in depth on ITIL, Michael Shannon has a training Nugget series on the ITIL certification.
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00:28:26 |
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Introducing ITIL Part II
ITIL training part 2, will cover; security management, incident management and problem management. We will spend much of the time on incident management, which is important on the certification exam.
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00:33:53 |
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Call Management Part I
Since the telephone is such a big part of the support center, this training will cover;knowledge management, call management and active listening. This domain of the HDI certification exam, it will be delivered in 2 parts.
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00:28:35 |
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Call Management Part II
In the call management wrap up training, we will cover; building relationships, assessing customer competency and negotiating.
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00:27:40 |
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Documentation and Problem Solving
Nearing the end of topics for the HDI SCA certification exam, we will cover an important part the training for the certification and also the job. This training Nugget will cover documentation and problem solving.
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00:18:19 |
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Escalation and Status Reporting
Is it still your job? This training video will cover the final domain of the certification exam, which is; escalation, status reporting and customer service wrap-up.
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00:12:46 |
