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UniPress Software Announces It Now Offers HDI's New Support Center Team Lead (SCTL) Training Course.

EDISON, N.J. -- UniPress(R) Software, Inc., a leading mid-market provider of 100% web-based service desk automation software, today announced the offering of a new training course created by HDI(TM), the world's largest membership association for IT service and support professionals and the premier certification body for the industry. The HDI Support Center Team Lead (SCTL) training course focuses on beginning leadership and management skills, leading-edge support center operations, an introduction to ITIL processes skills, and support center technology. The two-day course will prepare team leads to strive for excellence in their challenging role and prepare for their HDI Certification examination.

HDI's new SCTL training course is one of three HDI Certified help desk and standards-based help desk courses offered by UniPress for IT service and support professionals. These include HDI Help Desk Analyst, HDI Help Desk manager, and now the HDI Support Center Team Lead Certification preparatory courses. Since 2004, UniPress has been in a partnership with DEMA Education, a leader in developing professional education programs and an HDI-certified training partner, to offer these industry certified help desk training courses.

The new training class from HDI is a skills building and certification course that includes lectures, exercises, role plays, and discussions focused on best practices for support center operations and how to effectively coach and lead a team. Experienced members of the DEMA Education team deliver the course. DEMA Education's president, Eric Rabinowitz, led the process with HDI to create this course, and he was instrumental in creating the content. The course will prepare current and future team leaders for excellence in their changing roles and provide them with the information required to run a successful help desk.

"The goal of the course is to teach these individuals how to be great leaders and great managers," explained Mr. Rabinowitz. "Aside from providing attendees with the knowledge they need to be effective leaders, we are giving them the tools necessary to pass on a wealth of knowledge to other leaders and support managers."

Attendees of the new HDI SCTL training course will learn best practices for support center operations, effective leadership and management skills, new problem solving and project management skills, team building and motivational techniques, how to manage stress and conflict, how knowledge management can improve productivity, a good introduction to service desk ITIL processes, and much more. The course is based on coaching team members using a unique eight step method.

"HDI's new Support Center Team Lead training course is a great opportunity for IT service and support professionals to arm themselves with new and innovative ideas," explained Mark Krieger, President of UniPress Software. "Members of DEMA were directly involved with HDI in the creation of this course, giving us the chance to work with some of the brightest and most knowledgeable individuals in the industry. This is truly a rewarding course and I would recommend it to anyone looking to improve upon leadership and management skills."

For HDI members, the cost of the new HDI SCTL training class is $1,295. For non-members, the cost is $1,395. For more information, please contact UniPress Software at 1-800-222-0550.

UniPress Software's training course offerings include both product courses and industry best practice training to help service and support professionals optimize their support operations. HDI's best practice-based courses are designed for support center directors, help desk managers, analysts, customer service representatives, and technicians. All of the courses include HDI-certified curriculum internationally recognized standards of best practices. Each course presented by DEMA Education offers methods, skills and knowledge to help organizations improve all aspects of their IT service and support operations.

About DEMA Education

DEMA Education develops and markets innovative and established professional educational programs that facilitate real learning, knowledge sharing among peers and measurable ROI. Partnering with companies that want to fully leverage both the revenue and strategic potential of training, the mission of DEMA is to identify new and exciting products early in the product life-cycle, produce complete training products at little cost to our customers, market these training programs and deliver the training in classroom, on-site and web-based distance learning venues. DEMA's management team has nearly twenty years of help desk and general support industry training and hands-on management experience, and been active contributors to the HDI's Curriculum Review Committee for over a decade.

About HDI

HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. HDI has more than 7,500 members worldwide including most of the Fortune 500, 60 local chapters in North America and membership offices on every continent. For more information, visit

About UniPress Software, Inc.

Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software serving the mid-market, as well as large and small organizations. The company's FootPrints(R) product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is used worldwide by more than 2,300 corporate organizations, government offices, and educational institutions, including Prudential Financial(R), BHP Billiton(R) Petroleum, IBM(R), Kampgrounds of America, Hunter Fan Company(R), the IRS, and the University of Pennsylvania. UniPress' FootPrints software is available in numerous versions, along with add-on tools and best-of-breed integrations. The company also offers a complete line of product and best practices training courses and professional services. For more information, contact UniPress Software at 1-800-222-0550, or via the web at

UniPress(R) Software and FootPrints(R) are Registered Trademarks of UniPress Software, Inc. All other trademarks are registered trademarks of their respective owners.
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Publication:Business Wire
Date:May 2, 2006
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