HDI Training Course Details

Member Price: $1,795.00 (USD)

Price: $1,895.00 (USD)

HDI Support Center Manager

03/24/2010 - 03/26/2010
8:00AM - 5:00PM

Crystal City Marriott at Reagan National Airport
1999 Jefferson Davis Highway,
Arlington, VA 22202

Course Description

The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.

HDI Support Center Manager 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.

What You Will 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

Who Should 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

Download Support Center Manager Course Brochure

Course Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course may be rescheduled or cancelled. HDI will provide at least 10 days notice. In this event, Client may receive a full refund, or take a credit toward another HDI course. HDI cannot be held responsible for penalties resulting from travel arrangements. Clients cancelling their registration with less than four weeks notice will be subject to a $150.00 USD course processing fee. Clients cancelling their registration within two weeks of course start date and no shows will pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on HDI’s course schedule http://www.thinkhdi.com/certification/trainingCalendar/. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the HDI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your HDI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.

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