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How to Study for the HDI Certification Exam

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The HDI certification examinations are a series of tests offered by HDI (formerly the Help Desk Institute), a company headquartered in Colorado Springs, Colorado. The tests are in the area of customer support and other related tasks, such as help desk support or support centers. HDI also provides training courses for customer support representatives. The training course culminates in an HDI certification test in the applicable area. A passing score on an HDI certification examination entitles the test taker to use the HDI certification logo on business cards and websites.

Know what standards are tested. Each HDI certification examination covers different standards of customer support or help desk protocol. Download the study manual from the HDI website.

Familiarize yourself with the test format and the minimum passing score. Most HDI examinations last 75 minutes and have 65 questions. A score of 80 percent is the minimum passing score for the majority of the HDI examinations.

Choose a formal program of study. HDI offers courses (for a fee) to teach the standards covered in the examination. At the end of the course, each participant has the right to sit for the applicable HDI examination.

Study independently. If you choose not to enroll in one of HDI's courses or want to supplement the course, you can study on your own using information and study guides available online. Many of these materials are available for a fee on sites such as Test King and Optimal Connections (see Resources).

Review sample test questions and model answers. Most HDI courses will offer a selection of sample test questions that are taken directly from previous exams and give you the best answers to those questions. Reading these questions is the best way to become familiar with the ways in which knowledge is tested.


When downloading test resources, respect author's rights. Do not download test questions that have been illegally copied from previous exams.