Certification
Upon completing our intensive training program, your team members will have the opportunity to earn their HDI Troubleshooting and Problem-Solving certification.
This certification validates their expertise in critical competencies, including problem-solving skills, effective troubleshooting, the structured problem-solving approach, and the application of proven methods and techniques to resolve complex issues. It demonstrates their ability to analyze, diagnose, and resolve problems efficiently, enhancing service delivery and contributing to organizational success.
Training
The Troubleshooting and Problem-Solving Boot Camp is a two-day, next level certification course that focuses on methodologies and techniques for effective troubleshooting and problem-solving skills from a general perspective as it applies to all levels of IT.
Designed around skills and techniques that can be implemented in any type of service and support organization using a variety of practices and methodologies.
We won’t just tell you about strategies and techniques, you will actually get to apply them in class through hands-on exercises. The certification for this course includes an exam.
What You Will Learn
The competency of problem-solving as a skill and how the skill is involved in the processes of troubleshooting and problem-solving:
- Troubleshooting strategies and techniques that work
- Structured problem-solving approach that works with all service management methodologies
- Techniques for performing root cause analysis
- Introduces various methodologies for problem-solving approaches and when/why it’s best to use one approach over another
- Explores a variety of techniques that can be used when troubleshooting or problem-solving, including how, when, and why to use them
- Hands-on application throughout the course, where participants are applying the new technique or approach to a scenario or example
Who Should Attend?
- Support Center, Service Desk, Technical Support Analysts, Technicians, Desktop staff who want to focus on problem solving and troubleshooting skills to enhance and improve performance.
- This is the next course for any HDI student who has taken CSR, SCA, and/or DAST.
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Aug 18, 2026 | Aug 19, 2026 | Virtual |
| Sep 15, 2026 | Sep 16, 2026 | Virtual |
| Nov 12, 2026 | Nov 13, 2026 | Virtual |
| Dec 10, 2026 | Dec 11, 2026 | Virtual |
Course Curriculum
Unit 1: Problem-Solving Skills
- Overview
- Problem-Solving Skills
- Your Problem-Solving Approach
- Identify Obstacles
- Tips for Improving Problem-Solving Skills
Unit 2: The Art of Troubleshooting
- Troubleshooting
- Steps for Effective Troubleshooting
- Questioning Skills
- The Five W’s & H Technique
- Troubleshooting Challenges
- A Team Approach to Troubleshooting
Unit 3: Using a Structured Problem-Solving Approach
- From Troubleshooting to Structured Problem-Solving
- Introduction to Structured Problem-Solving
- The Phases of a Structured Problem-Solving Approach
- Avoid Common Pitfalls
Unit 4: Getting to the Root of the Problem
- Getting to the Root of the Problem
- Root Cause Analysis (RCA)
- Problem-Solving Techniques
- Brainstorming
- Five Why
- Ishikawa “Fishbone” Diagram
- Affinity Diagram
- Pareto Analysis
- Flow Charts
Unit 5: Problem-Solving Methods
- The Difference Between an Approach, Technique, and Method
- Problem-Solving Methods
- Appreciative Inquiry
- Chronological Analysis
- CATWOE
- The Kepner-Tregoe Method
Certification Exam Details
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.
Each exam consists of 30 multiple choice questions and must be completed in 45 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: 30
- Time Limit: 45 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 five categories of this certification exam are equally weighted.
Exam Extensions
A 28-day extension is available for an online exam.
Exam Retakes
Exam retakes can be purchased for a fee.