Course Description:
SUPPORT CENTER MANAGERS ARE RESPONSIBLE FOR EXECUTING THE OPERATIONAL
AND TACTICAL PLANS OF THE SUPPORT ORGANIZATION WHILE SATISFYING
CUSTOMER AND BUSINESS NEEDS. HDI SUPPORT CENTER MANAGER (HDI-SCM)
TRAINING EXPLORES 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.
COURSE TOPICS:
● Introduction
● Unit 1: The Support Center
● Unit 2: Strategy
● Unit 3: IT Financial Management
● Unit 4: Technology and Service Support
● Unit 5: Service Level Management
● Unit 6: Metrics and Quality Assurance
● Unit 7: Support Processes
● Unit 8: Leadership
● Unit 9: Workforce Management
● Unit 10: Training and Retention
● Unit 11: Promoting the SUPPORT CENTER
LEARNING GOALS:
● 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.
● The steps involved in performing a cost-benefit analysis
and calculating total cost of ownership and 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
performance reporting.
COURSE AGENDA:
DAY 1
● Introduction
● The Support Center
● Strategy
● IT Financial Management
DAY 2
● Technology and Service Support
● Service Level Management
● Metrics and Quality Assurance
● SUPPORT PROCESSES
DAY 3
● Leadership
● Workforce Management
● Training and Retention
● Promoting the SUPPORT CENTER
WHO CAN ATTEND?
Experienced technical support professionals who must manage all
day-to-day functions as well as master critical performance, and
customer service strategies. Individuals who are preparing for the HDI
Support Center Manager certification exam.
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24/09/2020 Last update
Regus - Texas, Dallas - The Crescent
100 Crescent Court, 7th Floor, Dallas, 75201, TX, US