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HDI Support Center Manager

SCM Gaining C-level management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. For this reason, the support center manager must act as a support leader and strategically align the support center to the organization.

The HDI Support Center Manager course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization. Additionally, this course provides participants with a raised awareness and understanding of the ITIL® best practice framework and its application.



“I highly recommend this course for any IT support manager. The course topics were relevant to my job, and the instructor related real-life examples clearly.”
Antonio Bradley
ECS Federal
What You Will Learn:
  • How to build a support center strategy that aligns with organizational needs
  • Formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
  • How to calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)
  • ITIL best practices to meet ongoing business challenges
  • Tools and technology that maximize service delivery
  • Training and retention programs
  • Mentoring for high performance teams
  • Key performance indicators (KPIs) to measure support performance
  • Ways to manage customer perceptions and build strong internal relationships
  • How to promote and market the value of the support center across the organization
Who Should Attend:
  • Support center managers and supervisors who manage both the strategic and tactical aspects of their organizations
  • Those seeking HDI Support Center Manager certification.

Course Prices

Includes on-line exam prep and certification exam.
Classroom
Interactive three-day course among peers.		 HDI Members: $1795 per person
Non-members: $1895 per person 		See Schedule Below
Onsite
A three-day course conducted at your company’s site.		 Request information
or call 1-800-248-5667.


Classroom Training Schedule

DateLocationCourseRegister
8/20 - 8/22 2008Atlanta, GAHDI Support Center ManagerRegister
8/27 - 8/29 2008Plantsville, CTHDI Support Center ManagerRegister
9/8 - 9/10 2008Savannah, GAHDI Support Center ManagerRegister
9/10 - 9/12 2008Los Angeles, CAHDI Support Center ManagerRegister
9/17 - 9/19 2008Austin, TXHDI Support Center ManagerRegister
9/17 - 9/19 2008Washington, DCHDI Support Center ManagerRegister
10/1 - 10/3 2008Detroit, MIHDI Support Center ManagerRegister
10/1 - 10/3 2008Boston, MAHDI Support Center ManagerRegister
10/8 - 10/10 2008Hunt Valley, MDHDI Support Center ManagerRegister
10/12 - 10/14 2008Miami, FLHDI Support Center ManagerRegister
 
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  HDI Support Center Manager Course Outline

  • Unit 1: Support Center Overview

    • The Evolution of the Support Center
    • The HDI Support Center Maturity Model
    • Best Practices

  • Unit 2: Business Planning & Strategy

    • Cost, Value, and Return on Investment (ROI)
    • Managing Support as a Business
    • Quantifying Total Value
    • Strategic Perspective
    • Managing Stakeholder Expectations
    • Operations Management

  • Unit 3: Technologies and Service Delivery Methods

    • Support Center Infrastructure
    • Service Delivery Methods
    • Telephony Systems
    • Service Management Systems

  • Unit 4: ITIL and IT Service Management

    • IT Service Management
    • Service Desk
    • Incident Management
    • Problem Management
    • IT Configuration & Asset Management
    • Change Management
    • Release Management

  • Unit 5: Support Center Processes

    • Service Level Management
    • IT Service Continuity Management
    • Security Management
    • Knowledge Management

  • Unit 6: Staffing and Recruitment

    • Workforce Management
    • Sourcing
    • Recruitment

  • Unit 7: Training and Retention

    • Retention
    • Teamwork
    • Performance Management
    • Training
    • Professional Development

  • Unit 8: Support Center Leadership

    • Effective Leadership
    • Management Functions
    • Global Awareness
    • Organizational Change Management

  • Unit 9: Maximizing Effectiveness

    • Communication Skills
    • Conflict Management
    • Time Management
    • Stress Management

  • Unit 10: Quality Assurance

    • Quality Assurance
    • Metrics
    • Benchmarking
    • Measuring Customer Satisfaction

  • Unit 11: Marketing the Support Center

    • Promoting the Support Center
    • Managing Expectations
Cherwell