Pre-Conference Training
Build Skills Before the Conference Even Begins
Why wait for opening keynote to level up?
Kick off your HDI Service & Support World experience with instructor-led training that helps you sharpen technical skills, strengthen IT support leadership, prepare for IT service management certifications, and tackle real-world challenges with confidence. It's an investment in your career that helps you build your résumé, expand your expertise, and stand out as an IT service and support professional.
Which Course Is Right for You?
Whether you're building technical expertise, preparing for certification, or taking the next step in your leadership journey, this quick comparison helps you find the instructor-led training that best fits your goals. Once you've found your match, explore the full course details and reserve your seat before classes fill up.
| Course | Your Goal | Duration | Certification | Price |
| HDI Support Center Director | Lead with greater business impact | 3 Days | Included | $3,199 |
| HDI Support Center Manager | Build a stronger support organization | 3 Days | Included | $2,599 |
| HDI Support Center Team Lead | Become the leader your team needs | 3 Days | Included | $2,099 |
| ITIL® Foundation (Version 5) | Earn a respected ITSM certification | 3 Days | Included | $2,599 |
| Knowledge-Centered Service (KCS) Principles | Turn knowledge into a competitive advantage | 3 Days | Included | $2,299 |
| AI in the Support Organization | Put AI to work in support | 2 Days | Included | $2,099 |
| Experience Management and XLA® Foundation | Improve every service experience | 3 Days | Included | $2,299 |
Leadership & Service Management Courses
Build the leadership, management, and service management skills needed to lead teams, improve operations, and align IT services with business goals.
HDI Support Center Director
👤 Ideal For
Senior IT leaders responsible for support strategy and organizational performance.
🎯 You'll Learn
Align service strategy, strengthen leadership, and drive measurable business results.
⏱️ 3 Days
📅 April 25-27, 2027
💲$3,199
🏅 Certification Included
HDI Support Center Manager
👤 Ideal For
Support center managers looking to improve operations and lead high-performing teams.
🎯 You'll Learn
Develop practical leadership skills to improve team performance, service delivery, and operational success.
⏱️ 3 Days
📅 April 25-27, 2027
💲$2,599
🏅 Certification Included
HDI Support Center Team Lead
👤 Ideal For
New and aspiring team leads supervising frontline support professionals.
🎯 You'll Learn
Build the coaching, communication, and leadership skills needed to guide successful support teams.
⏱️ 3 Days
📅 April 25-27, 2027
💲$2,099
🏅 Certification Included
ITIL® Foundation (Version 5)
👤 Ideal For
IT professionals building a strong foundation in modern IT service management and industry best practices
🎯 You'll Learn
Learn the core concepts of ITIL® Foundation (Version 5) and prepare for the globally recognized certification exam while gaining practical knowledge to improve IT service delivery.
⏱️ 3 Days
📅 April 25-27, 2027
💲$2,599
🏅 Certification Included
Knowledge-Centered Service (KCS) Principles
👤 Ideal For
Support professionals looking to improve knowledge sharing and service efficiency.
🎯 You'll Learn
Learn the core principles of KCS to reduce repeat work and improve resolution times.
⏱️ 3 Days
📅 April 25-27, 2027
💲$2,299
🏅 Certification Included
Emerging Technologies & Experience Courses
Explore the future of IT service with training focused on AI, experience management, and the evolving expectations of modern support organizations
Artificial Intelligence in the Support Organization
👤 Ideal For
IT support leaders and professionals exploring practical applications of AI.
🎯 You'll Learn
Use AI to improve productivity, streamline support workflows, and enhance the customer experience.
⏱️ 2 Days
📅 April 26-27, 2027
💲$2,099
🏅 Certification Included
Experience Management and XLA® Foundation
👤 Ideal For
IT leaders focused on improving employee and customer experiences.
🎯 You'll Learn
Measure and improve service experiences using Experience Level Agreements (XLAs®).
⏱️ 3 Days
📅 April 25-27, 2027
💲$2,299
🏅 Certification Included
Frequently Asked Questions
Does HDI Service & Support World offer professional training opportunities?
Yes, attendees can participate in instructor-led service management training programs designed to strengthen support, leadership, and technical skills before the conference begins.
What types of skills can attendees develop through pre-conference training?
Training programs focus on leadership, service management, support operations, communication, and professional development.
Are training courses suitable for support center managers and directors?
Yes, training opportunities are designed for professionals at various levels, including managers, directors, and team leaders.
Can pre-conference training help support career development?
Training programs provide practical knowledge and professional development opportunities that can support long-term career growth.
Why should attendees participate in pre-conference training?
Pre-conference training allows attendees to gain focused learning experiences before the main conference begins.
Do I need to register in advance for pre-conference training?
Yes. Advance registration is required for all pre-conference training courses. Class sizes are limited to ensure an interactive learning experience, and popular courses often sell out before the conference begins. We recommend registering as early as possible to secure your preferred course.
Where can IT professionals find ITSM training events and workshops?
HDI Service & Support World offers instructor-led pre-conference training courses on April 25-27, 2027, as part of the conference, which runs April 25-29, 2027, at Caesars Palace in Las Vegas. Seven courses cover support leadership, ITIL, knowledge management, artificial intelligence, and experience management, and every course includes certification.
Which pre-conference training courses are offered?
Seven courses are offered: HDI Support Center Director (3 days), HDI Support Center Manager (3 days), HDI Support Center Team Lead (3 days), ITIL Foundation (Version 5) (3 days), Knowledge-Centered Service (KCS) Principles (3 days), Artificial Intelligence in the Support Organization (2 days), and Experience Management and XLA Foundation (3 days). The three-day courses run April 25-27, 2027, and the AI course runs April 26-27, 2027.
Which pre-conference courses include certification?
Every pre-conference course includes certification. The HDI courses include instruction and an online certification exam, and the ITIL Foundation (Version 5) course includes official course materials and the exam voucher.
How much does HDI pre-conference training cost?
Pre-conference courses range from $2,099 to $3,199 depending on the course. HDI Support Center Team Lead and Artificial Intelligence in the Support Organization are $2,099, KCS Principles and Experience Management and XLA Foundation are $2,299, HDI Support Center Manager and ITIL Foundation (Version 5) are $2,599, and HDI Support Center Director is $3,199.
Which pre-conference course is right for me?
The right course depends on your role. New and aspiring team leads should look at HDI Support Center Team Lead, support center managers at HDI Support Center Manager, and senior IT leaders at HDI Support Center Director. IT professionals building a service management foundation can take ITIL Foundation (Version 5), and those focused on employee and customer experience can take Experience Management and XLA Foundation.
Is there AI training for IT support teams at HDI Service & Support World?
Yes. Artificial Intelligence in the Support Organization is a 2-day course on April 26-27, 2027, for IT support leaders and professionals exploring practical applications of AI. The course includes certification and costs $2,099.
Is there training on knowledge management and experience management?
Yes. Knowledge-Centered Service (KCS) Principles is a 3-day course for support professionals looking to improve knowledge sharing and service efficiency, and Experience Management and XLA Foundation is a 3-day course for IT leaders focused on improving employee and customer experiences. Both run April 25-27, 2027, and both include certification.
Do I need to register in advance for pre-conference training?
Yes. Seats are limited, so we recommend reserving your place early. Select a course on this page to see its details and reserve your seat.
Ready to Build Your Skills?
You're not just attending the conference, you're investing in your future. Start your HDI Service & Support World experience with instructor-led training that gives you practical skills, valuable certifications, and the confidence to tackle your next challenge.
Seats are limited, so reserve your place early.