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HDI Support Center Manager

HDI is the leader in certification and training for help desk, support center, and service desk professionals.


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 (HDI-SCM) course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization.



“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
7/15 - 7/17 2009Markham, ONHDI Support Center ManagerRegister
7/22 - 7/24 2009King of Prussia, PAHDI Support Center ManagerRegister
7/22 - 7/24 2009Dallas, TXHDI Support Center ManagerRegister
7/29 - 7/31 2009Itasca, ILHDI Support Center ManagerRegister
7/29 - 7/31 2009San Diego, CAHDI Support Center ManagerRegister
8/5 - 8/7 2009Austin, TXHDI Support Center ManagerRegister
8/12 - 8/14 2009Memphis, TNHDI Support Center ManagerRegister
8/12 - 8/14 2009Irvine, CAHDI Support Center ManagerRegister
8/19 - 8/21 2009Raleigh, NCHDI Support Center ManagerRegister
8/26 - 8/28 2009Arlington, VAHDI 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

GWI Software