HDI Support Center Manager (HDI-SCM)

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
• 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 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

Course Outline

Unit 1: The Support Center Past, Present, and Future Successful Support Centers Unit 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 Unit 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 Unit 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

Unit 5: Developing Support Center Processes Foundations of Support Center Processes Service Level Management SLAs, OLAs, SOPs, and UCs Unit 6: Service Support Processes Support and Restore Control and Release Service Delivery Unit 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 Unit 8: Managing the Support Center Team People Management Workforce Management Staffing Sourcing Recruitment Retention Performance Management Professional Development Coaching Training Unit 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

Classroom Training Schedule

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.

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 Manager 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-SCM certification exam. This information is provided to help you focus as you prepare for the exam.