HDI Support Center Manager course

HDI Support Center Manager

Course Overview:

The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.
In HDI Support Center Manager, you will explore how the support center's strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.
This course is designed to assist you in preparing for the HDI Support Center Manager (HDI-SCM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Course Objectives:

Characteristics of an effective support center manager
How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
The relationships between IT service management processes
The difference between and the importance of strategic, tactical, and operational planning
Benefits and challenges of self-service technologies
Processes for building and managing effective security policies
Staffing models
The value of outsourcing
Tactics for screening, hiring, training, and managing high-performance teams
The metrics and key performance indicators essential to your performance reporting
Course Pre-Requisite

Course Outline
1. The Support Center
Past, Present, and Future
Successful Support Centers
2. Effectively Managing Your Support Center
Support Center Manager Roles and Responsibilities
Your Role as a Manager
Your Role as a Support Center Leader
Code of Conduct and the Support Center
Effective Communication for a Manager
Communicating Across Cultures
Conflict Resolution and Negotiations
Managing Stress
Managing Time
Building Your Team
Managing Organizational Change
3. Support Center Strategic Management
The Strategic Perspective
Building Your Support Center Strategy
Key Elements of Vision and Mission Statements
The Support Center as a Business
IT Financial Management
Quantifying Costs
Metrics, Benchmarks, and KPIs - A Primer
4. Support Center Operations Management
How is Support Center Infrastructure Determined?
Service Delivery Methods
Telephony Infrastructure
Service Management Systems
Self-Healing Technologies
Selecting Your Support Center's Technology
5. Developing Support Center Processes
Foundations of Support Center Processes
Service Level Management
SLAs, OLAs, SOPs, and UCs
6. Service Support Processes
Support and Restore
Control and Release
Service Delivery
7. Metrics and Quality Assurance
Evaluating Support Center Processes
Collecting, Analyzing, and Reviewing Data
Quality Assurance Programs
Measuring Customer Satisfaction
Continuous Improvement
Quality Assurance Tools and Methods
8. Managing the Support Center Team
People Management
Workforce Management
Staffing
Sourcing
Recruitment
Retention
Performance Management
Professional Development
Coaching
Training
9. Marketing the Support Center
Why Market the Support Center?
Benefits of Marketing the Support Center
Challenges of Marketing the Support Center
How to Market the Support Center
Marketing Opportunities
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 3 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $2500.00 US

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