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HDICERTIFIEDINSTRUCTORDOU
HDICertification&TrainingVersion3.0,2017
DocumentofUnderstanding
HDICertifiedInstructorDOUv3.0
Page2of12 HDICertification&Training 2017
TableofContentsSection1:Overview.......................................................................................................................................3
HDITrainingProductOfferings.................................................................................................................................3CoursePre-requisites...............................................................................................................................................4
Section2:HDICertifiedInstructorExpectations.............................................................................................6EtiquetteandProfessionalism..................................................................................................................................6PreparationforCourseDelivery...............................................................................................................................6ClassroomSet-Up.....................................................................................................................................................6StayingCurrent........................................................................................................................................................7ActiveCertificationStatus........................................................................................................................................7Multi-courseAuthorization......................................................................................................................................7CopyrightViolations.................................................................................................................................................7
Section3:MaterialsandResources...............................................................................................................8HDIOnlineInstructorResources...............................................................................................................................8CourseRosters.........................................................................................................................................................8CertificateofCompletion.........................................................................................................................................9ChangeRequests......................................................................................................................................................9
Section4:Support.......................................................................................................................................10WhyWouldYouNeedtoContactHDI?...................................................................................................................10HDICustomerCareCenter......................................................................................................................................10ServiceLevels.........................................................................................................................................................11EscalationProcedures............................................................................................................................................11PriorityLevels........................................................................................................................................................12
HDICertifiedInstructorDOUv3.0
Page3of12 HDICertification&Training 2017
Section1:OverviewWelcometotheHDICertifiedInstructorProgram.HDIisyourpartnerinachievingsupportcentersuccess.Fornearlythirtyyears,we’veworkedwithorganizationslikeyourstoensureyou’reequippedwiththetools,resources,andknowledgetoelevatethecustomerexperience.
HDICertifiedInstructors(HDI-CI)aretheonlyfacilitatorsauthorizedtodeliverHDIcertificationcourses.CI’sareexpectedtohaveastrongunderstandingofeachcoursetheydeliverandbeabletorelaypersonalexperiencestotransferknowledgeandaidinthelearningprocess.ACImustpassthecertificationexamatthemasterylevel(90%passrate)foreachcoursetheydesiretoteach.
HDICertifiedInstructorsareauthorizedtodeliverHDIcertificationtrainingthroughoneofthefollowingchannels:
• HDIPartner–Atrainingcompanyauthorizedtomarket,sell,anddeliverHDIcourses.
• HDICorporateTrainingPartner–Aspecificcompany,educationalinstitution,governmentagency,ororganizationthatisaclientofHDIanddesirestotraininternalsupportstaffusinganinternalHDICertifiedInstructortodeliverHDIcourses.
AsanHDICertifiedInstructor(HDI-CI),itisyourjobtocreateanengagingandinteractivelearningenvironment.Instructorsareencouragedtobecreativewhenfacilitatingthecoursematerial,withoutcompromisingconsistencyinthecourse.AsanHDICertifiedInstructor,facilitateyourcoursedeliverybyemphasizingskills-buildingstrategiesandhighlightingthecertificationstandard.AsanHDICertifiedInstructor,youareresponsiblefordeliveringvaluableinformation,drivingconsistency,andpromotingbestpracticesinyourclassroom.
HDITrainingProductOfferingsVisitwww.thinkhdi.com/certificationforacompletelistofHDIcourseofferingsanddescriptions.
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CoursePre-requisitesAllHDICertifiedInstructorsarerequiredtoprovideacopyoftheirresumetoHDIasapartoftheapplicationprocess.Aminimumoftwoyearsofexperienceinasupportcenterorcontactcenterandpreviousinstructionalexperience,training,andfacilitationisrecommendedforallcourses.Inaddition,eachHDIcoursemayhaveadditionalprerequisitesthattheinstructormustsatisfy,inordertobeauthorizedtodeliveraspecificcourse.BelowaretheprerequisitesfordeliveringeachHDIcourse:HDICustomerServiceRepresentative(HDI-CSR)
• Noprerequisites• IftheInstructorisauthorizedtodelivertheHDISupportCenterAnalyst(HDI-SCA)and/ortheHDI
DesktopSupportTechnician(HDI-DST)courses;theinstructorisautomaticallyauthorizedtodeliverHDI-CSR.
HDISupportCenterAnalyst(HDI-SCA)
• ITILFoundationcertificationrecommended• InstructorswhoareauthorizedtodeliverHDI-DSTmaydeliverHDI-SCAafterpassingtheHDI-SCA
certificationatthemasterylevel.TherequirementtoattendtheHDI-SCAcourseiswaved.HDIDesktopSupportTechnician(HDI-DST)
• ITILFoundationcertificationrecommended• InstructorswhoareauthorizedtodeliverHDI-SCAmaydeliverHDI-DSTafterpassingtheHDI-DST
certificationatthemasterylevel.TherequirementtoattendtheHDI-DSTcourseiswaved.HDITechnicalSupportProfessional(HDI-TSP)
• ITILFoundationcertificationhighlyrecommended• 2-3yrs.experienceworkingwithoratalevel2orhighersupportorrelatedexperience
HDISupportCenterTeamLead(HDI-SCTL)
• ITILFoundationcertification• 2-3yrs.experienceatasupervisorylevel
HDISupportCenterManager(HDI-SCM)
• ITILFoundationcertification• 3yrs.experienceasasupportcentermanagerorrelatedconsultingexperience• KnowledgeofotherITServiceManagementframeworksrecommended,suchasISO/IEC20000
andKCS
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HDIDesktopSupportManager(HDI-DSM)• ITILFoundationcertification• 3yrs.experienceasadesktopsupportmanagerorrelatedconsultingexperience• KnowledgeofotherITServiceManagementframeworksrecommended,suchasISO/IEC20000
andKCSHDISupportCenterDirector(HDI-SCD)
• ITILFoundationcertification• HDISupportCenterManager(HDI-SCM)certification• 3yrs.experienceasasupportcenterdirectororrelatedconsultingexperience• KnowledgeofotherITServiceManagementframeworksrecommended,suchasISO/IEC20000
andKCSHDIProblemManagementProfessional(HDI-PM)
• Required:OperationalSupport&Analysiscertificate(oneoftheintermediateITILcapabilitymodules)• Highlysuggested:ITILExpertcertificate
KCSFoundation
• MustbeauthorizedtodelivertheKCSPrinciplescourseKCSPrinciples
• ITILFoundationcertification• KCSPrinciplescertification• Minimum3yrs.experiencewithKnowledgeManagement
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Page6of12 HDICertification&Training 2017
Section2:HDICertifiedInstructorExpectationsThebelowpointswerediscussedindetailduringyourattendanceoftheHDICertifiedInstructorcourse.Insummary:
EtiquetteandProfessionalismEachtimeyoufacilitateanHDItrainingcourseyouarerepresentingbothHDIandyourorganization.Weaskthatyouconductyourselfinaprofessionalmannerthatelicitsrespectfromthecourseparticipants.ItisexpectedthateachHDICertifiedInstructormeetthecourseobjectiveseachtimetheydeliveranHDItrainingcourse.AllHDICertifiedInstructorsshalldemonstratehonesty,courtesy,accuracy,andcapabilityduringthefacilitationofanHDItrainingcourse.
Attirefortrainingcoursefacilitationshouldbebetterbusinessorbusinesscasual.Forexample,dressslacksandacollaredbutton-downshirtformenordressslacksorskirtwithacollaredbutton-downshirtorblazerforwomen.HDICertifiedInstructorswillalwaysrespectthedresscodeoftheHDIpartnerandclients.
TheCertifiedInstructorwillarriveatleastonehalfhourpriortothestartoftheclassandusethattimetogettheclassroomandmediaequipmentsetup.Beginthetrainingcoursepromptlyaccordingtotheagendapublishedbythecoursesponsor.
PreparationforCourseDeliverySuccessfuldeliveryofHDItrainingcoursestakesthoroughplanning.Inordertodeliveranexceptionallearningexperienceforthecourseparticipants,youshouldunderstandthecourseflowandhowtoapplythecourseactivities.Youshouldalsobeveryfamiliarwiththecoursepresentationfilesandalllearningmaterialsthatrelatetothecourse.
HDIencouragesyoutodownloadallcoursematerialsfromHDI’sonlineInstructorResourcesandbeginpreparingforcoursedeliveryatleasttwoweekspriortodeliveringyourHDItrainingcourse.
ClassroomSet-UpHDIencouragesyoutoconsideramodifiedclassroomset-up.ExamplesofmodifiedclassroomsetupincludeaU-shapeorsemiroundsconfiguration.SeeyourHDICertifiedInstructormanualforsampleillustrations.Modifiedclassroomsetupislearner-centeredandischaracterizedbylearnersfacingeachotherinordertofostercommunicationandgroupactivitiesandcourseparticipation.
Youwillneedavideoprojector,slideadvancer,andatleastoneflipchartorwhiteboardtouseduringthedeliveryofyourtrainingcourse.
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StayingCurrentHDICertifiedInstructorshaveanobligationtostaycurrentwithindustryresourcesandtrends.ThismeansthatyoushouldbeparticipatinginanyTrain-the-TraineropportunitiesthatHDIprovides,readingHDIcommunicationsandpublications,andattendingHDIorotherindustryconferences.
ActiveCertificationStatusAnHDICertifiedInstructormustmeetthefollowingrequirementannuallyinordertoremainactiveasanHDI-CI:
1. DeliverHDItrainingtoaminimumof25students.
2. AdheretothisDocumentofUnderstandingandabidebytheHDICertifiedInstructorAgreement.
3. MaintainyourHDICertifiedInstructormembership.
HDIreservestherightnottocertifyanyonewhodoesnotmeetthecriteriastatedhereinandtorevokecertifiedinstructorstatuswithreason.HDIhastherighttomonitorclasseswithnoticeaspartofourqualityassuranceprogram.AllHDICertifiedInstructorsareexpectedtoprovideaqualityexperience,respectforboththecustomerandHDI,anddemonstrateprofessionaletiquetteatalltimes.
Multi-courseAuthorizationAfterinitialacceptanceasanHDICertifiedInstructor,certifiedinstructorscanearnauthorizationtoinstructadditionalcourses.Thecertifiedinstructormustattendaninstructor-ledcourseforeachcoursetheydesiretobeauthorizedtodeliverandpasstherelatedexamatthemasterylevel(passingscoreof90%orgreater).Oncethecertificationexamispassedatamasterylevel,youcanapplytobeauthorizedtodeliverthatcourse.Inaddition,authorizationtodeliversomecoursesmayalsorequireyoutomeetwithanHDIBusinessAssociateandco-teachthecourseorreceiveadditionaltrainingtore-deliverthecourse,thusreceiveingauthorization.
Somecoursesmaypre-authorizetheinstructortodeliverarelatedcourse.Forexample,anyoneauthorizedtodelivertheHDISupportCenterAnalyst(HDI-SCA)courseisautomaticallyauthorizedtodelivertheHDICustomerServiceRepresentative(HDI-CSR)course.SeetheCoursePre-requisitessectionformoreinformation.
CopyrightViolationsForsomecourses,HDIprovidesvideos,voicefiles,casestudies,andarticlesaspartofthecoursematerials.HDIhasobtainedcopyrightclearancefortheuseoftheseadditionalresources.Ifyouuseadditionalresourcesoutsideofthoseprovided,youdoatyourownlegalrisk.HDIwillnotbeheldliableforcopyrightviolations.Additionally,asanHDICertifiedInstructoryouagreenottocopyordistributeHDIcontentwhichincludesPowerPointpresentations,coursefiles,videos,voiceclips,etc.(e.g.,alltrainingdeliverablethatarecopyrightedHDI)foranypurposeotherthanfacilitatingyourHDIcoursethatyouareauthorizedtotrain.
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Section3:MaterialsandResources
HDIOnlineInstructorResourcesHDIhasasecurewebportalforallHDICertifiedInstructorstoaccessallreleasenotesandcoursematerialssuchas:PowerPointpresentations,certificationstandards,formsandtemplates,activities,videos,andvoicefiles.OnceyoucompletealloftheHDICertifiedInstructorrequirements,youwillbeprovidedlogincredentialstoaccesstheHDIonlineinstructorresourcesandhaveaccesstoonlythosecourseresourcesyouhavebeenauthorizedfor.UsethislinktoaccesstheHDIonlineinstructorresources:www.thinkhdi.com/instructors
CourseRostersTheHDIcourserosterisaformavailablefordownloadfromtheHDIonlineinstructorresources,under“CertifiedInstructorGENERALResources”.Thisformisdueviafaxore-mailtoHDIwithinonebusinessdayofthecoursecompletion.Submittheformtotraining@thinkhdi.comorviafaxtoHDIat866.373.7628.Ifthecourserosterisfaxedin,pleasefollowupwithaphonecalltoensureitwasreceived.
Thisinformationistoinclude:
• Courseparticipant’sname
• Courseparticipant’scompanyname
• Courseparticipant’sPRINTEDe-mailaddress
• Courseparticipant’ssignature
Youmaywanttoconsiderpre-populatingthecourserosterpriortothestartoftheclassifyouknowthenamesofthecourseparticipants.Otherwise,pleaseensuretherosterislegible.
WhendeliveringcoursesforHDI,HDIpartnersorclients,therostershouldbeprovidedbythem.Returnacopyoftherostertotheprovideruponcompletingthecourse.
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CertificateofCompletionAsanHDICertifiedInstructor,youcanprovideacertificateofcoursecompletiontoyourstudents.AnHDI-approvedcertificationofcoursecompletiontemplateisavailabletodownloadfromtheHDIonlineinstructorresources,under“CertifiedInstructorGENERALResources”.
ThecertificateofcoursecompletionismeanttoacknowledgethatacourseparticipanthascompletedanHDItrainingcourse.Thecourseparticipantcandisplaythecertificateontheirworkstation,oritcanbefiledintheiremployeefile.ForHDIsponsoredcourses,HDIwillprovidethecompletedcertificatestotheinstructoratthestartofthecourse.
1. Downloadtheformatwww.thinkhdi.com/instructors>CertifiedInstructorGENERALResources.
2. Entertheparticipant’sfirstandlastname,coursename,andcoursedateinthedesignatedtextboxes.
3. Enteryour(instructor's)nameinthebottomlefttextbox.
4. Printeachcertificatetoacolorprinter;youmaywanttousehighqualitypaper.
5. Signeachcertificate.
6. Distributecertificatesattheendofthecourse.
ChangeRequestsIfyouneedtosubmitacorrectionorrecommendationforchange,[email protected],typeofcoursematerial(e.g.,coursemanual,PowerPoint,onlinepracticetest,voicefile,etc.),unit,andpagenumber.YourrequestforchangewillbesubmittedtoanHDIInstructionalDesignerwhowillfollowupwithyou.
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Page10of12 HDICertification&Training 2017
Section4:Support
WhyWouldYouNeedtoContactHDI?
TrainingSupport
• Missingcoursewareorder• Respondtocertificationexamissues• Set-upandprocesscertificationexams• Respondtocoursecontentissues• Respondtocertifiedinstructorissues
LearningCenterSupport
• HDILearningCenteroutage• Resendlogincredentials• Respondtocertificationexamaccessissues• Providelevel1technicalsupport• Set-upandprocessexamextensions• Set-upandprocessexamretakes
HDICustomerCareCenterTheHDICustomerCareCenterisopenfrom7:00am-5:00pmMST.
Phone:(800)248-5667–US
(719)268-0174–Worldwide
E-mail:[email protected]
Fax: 866.373.7628
Web: www.thinkhdi.com
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Page11of12 HDICertification&Training 2017
ServiceLevelsServicelevelshavebeensetbasedonindustrybestpractices.
• Phonecalls–90%ofcallsansweredwithin15seconds(aboutthreerings)
• WebRequest–1hourresponsetime
• E-mailRequest–4hourresponsetime
• FaxRequest–4hourresponsetime
• Twodayresponsetimeforallcoursewareordersreceivedduringpostedbusinesshours
• Courserosters–2businessdaystosetupandactivatecertificationexamsfromthetimethecourserosterisreceived
• HDILearningCenterandHDIWebsite–99%Availability
• MeanTimetoResolutionforHDILearningCenterandHDIWebsite–within1businessday
EscalationProceduresToresolvecustomerissues,theHDICustomerCareTeamhasathreelevelescalationprocessinplacebasedontheseverityoftheissue.Prioritydefinitionandescalationpathsaredefinedinthefollowingtable.TheescalationteamconsistsoftheHDICustomerCareTeam,HDICertificationandTrainingTeam,andHDIInformationTechnologyTeam.
TheHDICustomerCareTeamisfirstlevelsupportforallissues.TheCustomerCareTeammaybecontactedusingtheinformationprovidedabove.
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PriorityLevels
Priority Definition ResponseTime
Escalation
1 BusinessCritical
• Websiteoutage
• Learningcenteroutage
• Scheduledcourserecovery
15minutes Immediate
• CCCManager
• Traininglogistics
• ITManager
• HDILearningCenterAdministrator
• ExecutiveDirector
2
BusinessStopped
• Unabletoprocessorder
• UnabletoaccessHDILearningCenter
• UnabletologintoHDIwebsite
• Customerfeedbackwithurgency
1hour 1hour
• CCCManager
• ITManager
• HDILearningCenterAdministrator
3 NormalBusiness
• Standardrequests
• OrderProcessing
• Invoice
• Sales
• CustomerInquires
1BusinessDay 1Day
• CCCManager
4 Non-businessCritical
• Customercomment
• Customerfeedback
• Websitecontenterror
• Vendorcall
2BusinessDays
1Week
• AppropriateManagement