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HDI Support Center Director (HDI-SCD)

HDI-SCD

Course Description



Certification
This certification verifies that the support center director possesses the knowledge of service management best and common practices necessary to strategically align their department with organizational goals, gain senior management support for service improvements, and promote the support center value.

Training
Gaining senior 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 director must serve as a support leader and strategically align the support center to the organization.

HDI Support Center Director training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.


Course Overview
Delivery Methods
Course Calendar
Certification Exam

What You Will Learn

  • Assessment strategies for the support center
  • How to quantify your support center’s value and maximize return on investment
  • Twelve step process and decision matrix for selecting technologies and vendors
  • The requirements of an effective service catalog
  • How to align support strategies with business goals and objectives
  • Knowledge management processes that can save you time and money
  • Strategies for workforce management, coaching, team building, and succession planning
  • How to justify a service improvement project with a business case
  • Valuable reporting tools: balanced scorecard, morning report, and executive brief
  • Selecting the right leading and lagging indicators

Who Should Attend?

  • Seasoned technical service and support leaders who are responsible for an organization’s overall service delivery and provide strategic direction, financial accountability, and performance reporting
  • Individuals who are preparing for the HDI Support Center Director certification

Course Outline

Unit 1: Executive Leadership
Role of the Support Center Director
Support Center Maturity
Managing as a Business
Best Practices and Frameworks
Unit 2: Business Planning and Strategy
Building the Strategy
Strengths, Weaknesses, Opportunities, and Threats
IT Financial Management
Cost, Value and Return on Investment
Managing Expectations
Unit 3: Support Center Processes
IT Service Management
ITIL Service Support
ITIL Service Delivery
Knowledge Management
Unit 4: Tools and Technology
Technology Strategies
Determining Technology Needs
Managing Vendor Relationships
 Unit 5: Metrics and Quality Assurance
Operational Metrics
Performance Reporting
Continuous Improvement
Unit 6: People Management
Sourcing Strategies
Workforce Management
Team Building
Unit 7: Organizational Development
Managing Organizational Change
Global Awareness and Diversity
Service Ethics
Unit 8: Marketing the Support Center
Promoting Value
Successful Marketing
Unit 9: Creating a Business Case
The Purpose of a Business Case
The Anatomy of a Business Case
Presenting the Business Case

Public Classroom
Member Price : $2,795 | Price: $2,895

Facilitated by a faculty member, this three-day, public course allows students to actively participate in exercises and discussions, as well as network with peers from other companies.
  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Network and learn from real-world experiences through structured discussions.
Read the FAQs
Onsite
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 800.248.5667.
Certified Instructor Program
HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.
  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 800.248.5667.

Classroom Training Schedule

DateLocationCourseMember PricePriceRegister
9/15 - 9/17 2010Toronto, ONHDI Support Center Director$2795$2895Register
9/21 - 9/23 2010Arlington, VAHDI Support Center Director$2795$2895Register
10/3 - 10/5 2010Miami, FLHDI Support Center Director$2795$2895Register
11/15 - 11/17 2010Los Angeles, CAHDI Support Center Director$2795$2895Register
12/6 - 12/8 2010Atlanta, GAHDI Support Center Director$2795$2895Register
12/14 - 12/16 2010New York, NYHDI Support Center Director$2795$2895Register

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HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your account manager or find an HDI Partner to discuss your needs.

Certification Exam

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Support Center Director Certification Standard and is delivered online through the HDI Learning Center.

Member Price: $195 | Price: $225

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills building opportunities for the attendees.

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the HDI-SCD certification exam. This information is provided to help you focus as you prepare for the exam.

Category HDI-SCD Weighting %
Leadership 20%
Policy and Strategy 20%
People Management 20%
Resources 10%
Process and Procedures 20%
Performance Results 10%
A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 800.248.5667.

Standard
HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam.

If you are a member, you may download the standard, or you can purchase the HDI Support Center Director Certification Standard for $29.