HDI Support Center Manager Eğitimi

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2 Days ILT    

HDI® Support Center Manager

Leverage people, processes, and technology to meet service demands.

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.

What You'll Learn

  • 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

Who Needs to Attend

  • Experienced technical support professionals who must manage all day-to-day functions and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Support Center 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 Support Center Manager (HDI-SCM)

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



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