HDI Desktop Support Manager Eğitimi

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Eğitim Tipi ve Süresi

2 Days ILT    

HDI® Desktop Support Manager

Execute the operational and tactical aspects of desk-side support.

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.

Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function 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 Desktop Support Manager (HDI-DSM) 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.

What You'll Learn

  • Characteristics of an effective desktop support manager
  • How to create service level agreements, operating 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
  • Desktop support technologies
  • Processes for desktop support
  • Staffing models
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators essential to desktop support performance reporting
  • Who Needs to Attend?
  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Who Needs to Attend

  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Prerequisites

There are no prerequisites for this course.

Follow-On Courses

There are no follow-ons for this course.

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

  • HDI Desktop Support Manager (HDI-DSM)

Course Outline

1. Desktop Support

2. Effectively Managing Desktop Support Services

  • Desktop Support Manager Roles and Responsibilities
  • Your Role as a Manager
  • Your Role as a Leader
  • Code of Conduct
  • Effective Communication
  • Communicating Across Cultures
  • Conflict Resolution and Negotiations
  • Building Your Team
  • Managing Organizational Change

3. Strategic Management

  • The Strategic Perspective
  • Building Your Strategy
  • Key Elements of Vision and Mission Statements
  • Support as a Business
  • IT Financial Management
  • Quantifying Costs
  • Metrics, Benchmarks, and KPIs - A Primer

4. Operations Management

  • Service Delivery Methods
  • Telephony Infrastructure
  • Service Management Systems
  • Self-Healing Technologies
  • Selecting Your Technology

5. Developing Desktop Support Processes

  • Foundations of Desktop Support 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 Desktop Support Processes
  • Collecting, Analyzing, and Reviewing Data
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Continuous Improvement
  • Quality Assurance Tools and Methods

8. Managing Your Team

  • People Management
  • Workforce Management
  • Staffing and Sourcing
  • Recruitment and Retention
  • Performance Management
  • Professional Development
  • Coaching
  • Training

9. Promoting Desktop Support

  • Benefits of Marketing
  • Challenges of Marketing
  • How Desktop Support Plays a Marketing Role



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