HDI Support Center Director (HDI-SCD)


"This course is ideal for developing leadership skills. Many managers and directors are put into a position of leadership but not given the tools to succeed. This course cuts through the fluff to help support center senior management. I would recommend it for both new and seasoned directors."
--Mark Fitzgerald ,  Boise State University

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

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 their organizations’ overall service delivery and provide strategic direction, financial accountability, and performance reporting
  • Individuals who are preparing for the HDI Support Center Director certification exam

Course Outline

Unit 1: Executive Leadership

  • The 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
Calendar

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.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.


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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 1.800.248.5667.

Learn More

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 1.800.248.5667.

Jul 13, 2016 - Jul 15, 2016
Toronto, ON
HDI Support Center Director On or before Jun 02, 2016:
Price: $2,795.00   Member price: $2,695.00

After Jun 02, 2016:
Price: $2,895.00   Member price: $2,795.00
Jul 25, 2016 - Jul 27, 2016
Phoenix, AZ
HDI Support Center Director On or before Jun 14, 2016:
Price: $2,795.00   Member price: $2,695.00

After Jun 14, 2016:
Price: $2,895.00   Member price: $2,795.00
Aug 10, 2016 - Aug 12, 2016
Chicago, IL
HDI Support Center Director On or before Jun 30, 2016:
Price: $2,795.00   Member price: $2,695.00

After Jun 30, 2016:
Price: $2,895.00   Member price: $2,795.00
Sep 07, 2016 - Sep 09, 2016
New York, NY
HDI Support Center Director On or before Jul 28, 2016:
Price: $2,795.00   Member price: $2,695.00

After Jul 28, 2016:
Price: $2,895.00   Member price: $2,795.00
Oct 30, 2016 - Nov 01, 2016
Las Vegas, NV
HDI Support Center Director Price: $2,895.00   Member price: $2,795.00
Nov 30, 2016 - Dec 02, 2016
Los Angeles, CA
HDI Support Center Director On or before Oct 20, 2016:
Price: $2,795.00   Member price: $2,695.00

After Oct 20, 2016:
Price: $2,895.00   Member price: $2,795.00
Dec 07, 2016 - Dec 09, 2016
Atlanta, GA
HDI Support Center Director On or before Nov 03, 2016:
Price: $2,795.00   Member price: $2,695.00

After Nov 03, 2016:
Price: $2,895.00   Member price: $2,795.00
 

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.


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Certification Exam


Price: $225.00

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 (HDI-SCD) Certification Standard and is delivered online through the HDI Learning Center.

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

Category Weighting %
Leadership 20 %
Policy and Strategy 20 %
People Management 20 %
Resources 10 %
Process and Procedures 20 %
Performance Results 10 %

Exam Extensions

Add To Cart

A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

Add To Cart

Exam retakes can be purchased for a fee of $99.

Exam Insurance

Add To Cart

Exam insurance now available.


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Standard


Price: $29.00

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 (HDI-SCD) Certification Standard for $29.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description

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