Certification
Upon completing our comprehensive training program, your team members will have the opportunity to earn their HDI Support Center Manager (HDI-SCM) certification. This prestigious certification validates their expertise in effectively managing support center operations, fostering team performance, and ensuring alignment with organizational objectives.
It emphasizes key competencies such as strategic planning, performance management, service delivery optimization, customer satisfaction improvement, and the application of service management best practices. This certification demonstrates their ability to lead with confidence and drive the success of the support center.
Training
The Support Center landscape is rapidly evolving, with new technologies, heightened expectations, and complex challenges. Managers are struggling to align operations with strategy while delivering tangible business value.
Without the right tools and insights, leaders risk falling behind, unable to meet organizational goals or foster a differentiated human experience. The gap between operational efficiency and strategic impact is widening, leaving teams underprepared and unsupported.
The HDI Support Center Manager course bridges this gap by equipping leaders with actionable strategies, emotional intelligence, and best practices to optimize workforce performance, drive continual improvement, and champion the human experience. Through hands-on learning, real-world case studies, and a 30-60-90 day improvement plan, participants will leave empowered to transform their Support Center into a strategic asset.
What You Will Learn
- Lead Strategically and Operationally: Align people, processes, and technology to achieve organizational goals and maturity.
- Develop Business-Aligned Strategies: Create and implement actionable plans that support service delivery and demonstrate measurable value.
- Drive Improvement Through Metrics: Identify key metrics, quality assurance practices, and reporting methods to inform decisions and enhance performance.
- Optimize Workforce Performance: Master forecasting, scheduling, and professional development to build a high-performing team.
- Champion the Human Experience: Strengthen relationships and trust through impactful employee and customer interactions.
Who Should Attend?
- Support Center Managers: Leaders responsible for bridging operations and strategy to deliver business value.
- Aspiring Leaders: High-potential supervisors or new managers seeking tools to lead effectively and drive success.
- Strategic Thinkers: Professionals aiming to elevate their Support Center’s role within the organization.
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Aug 5, 2026 | Aug 7, 2026 | Virtual |
| Sep 2, 2026 | Sep 4, 2026 | Virtual |
| Sep 28, 2026 | Sep 30, 2026 | Virtual |
| Nov 4, 2026 | Nov 6, 2026 | Virtual |
| Dec 2, 2026 | Dec 4, 2026 | Virtual |
Course Curriculum
Unit 1: The Role of the Support Center Manager
- The Role and Responsibilities of the Support Center Manager
- The HDI Support Center Maturity Model
- How Responsibilities Evolve Across Maturity Levels
Unit 2: Strategy and Financial Management for the Support Center
- What Is Strategy?
- Factors That Influence Strategy
- Financial Management
Unit 3: Leadership
- Transformational Leadership
- Relationship Management
- Leadership Communication
Unit 4: Support Center Practices
- What Is IT Service Management (ITSM)?
- Service Catalog
- Service Level Management and Experience Management
- Best Practices for Support Centers
- ITIL
- Key ITSM Practices for the Support Center
- Other ITSM Practices for the Support Center
Unit 5: Continual Improvement
- What Is Continual Improvement?
- Continual Improvement Approaches
- Continual Improvement Within the Support Center
- Gaining Commitment to Continual Improvement
- Quality Assurance: A Proactive Approach to Continual Improvement
Unit 6: Performance Results
- The Importance of Performance Results
- Reporting
- Using Measures and Reports
Unit 7: Support Methodologies and Technologies
- Delivering Support: Methodologies, Technologies, and Outcomes
- Support Center Infrastructure
- AI in the Support Center
Unit 8: Workforce Management
- Why Workforce Management?
- Staffing Models
- Understanding Utilization Rate
- Scheduling
- Recruitment
- Training and Retention
Unit 9: Teamwork and Experience
- Changing Experience Drives Results
- Emotional Intelligence (EI)
- Overcoming Team Dysfunctions
- Remote and Hybrid Experience
- Recognition, Rewards, and Motivation
Certification Exam Details
The certification exam is included with training purchased. It may also be purchased separately. All learners are provided a 12-week window in which to take the exam.
The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Exam Format
- Type: Multiple choice
- Number of Questions: 65
- Time Limit: 75 minutes
- Passing Score: 80% (unless otherwise published)
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the Standard categories within the HDI Support Center Manager certification exam. This information is provided to help you focus as you prepare for the exam.
| Category | HDI-SCM Weighting % |
|---|---|
| The Role of the Support Manager | 5% |
| Strategy and Financial Management | 15% |
| Leadership | 15% |
| Support Center Practices | 15% |
| Continual Improvement | 10% |
| Performance Results | 10% |
| Support Center Methodologies and Technologies | 5% |
| Workforce Management | 10% |
| Teamwork and Experience | 15% |
Exam Extensions
A 28-day extension is available for an online exam.
Exam Retakes
Exam retakes can be purchased for a fee.
Practice Test
HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.
- Each practice test is 30 questions and must be completed in 35 minutes
- You may take multiple tests
- Each practice test is randomly generated from a pool of test questions