HDI Support Center Manager (HDI-SCM)


"This course gave me new ideas to bring back to my help desk. The instructor was very knowledgeable and presented the course well."
--Rachel Bolin ,  United States Marine Corps

Certification

This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

Training

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
  • The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and 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 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 exam

Course Outline

Unit 1: The Support Center

  • The Evolution of Support
  • Support Center Maturity
  • Successful Support Centers

Unit 2: Strategy

  • Strategic Perspective
  • Business Alignment
  • SWOT

Unit 3: IT Financial Management

  • IT Financial Management
  • Cost, Value, and ROI

Unit 4: Technology and Service Support

  • Service Center Infrastructure
  • Telephony Infrastructure
  • Support Delivery Methods
  • Service Management Systems
  • Selecting Service Desk Technology

Unit 5: Service Level Management

  • Service Level Management

Unit 6: Metrics and Quality Assurance

  • Support Metrics
  • Data Sources
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction

Unit 7: Support Center Processes

  • Best Practices for Support
  • IT Service Management 
  • The Service Desk
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management

Unit 8: Leadership

  • SCM Responsibilities
  • Your Role as Leader
  • Manage Operations Effectively
  • Emotional Intelligence
  • Communication
  • Influence & Motivate
  • Integrity & Service Ethics
  • Growth

Unit 9: Workforce Management

  • Workforce Management 
  • Staffing Models 
  • Scheduling 
  • Sourcing 
  • Recruitment

Unit 10: Training and Retention

  • Fostering Relationships
  • Teamwork
  • Coaching
  • Peer Mentoring
  • Training
  • Rewards, Motivation, Retention
  • Performance Management
  • Career Development Planning

Unit 11:

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities
Calendar

Virtual Classroom


Member Price: $1,895 | Price: $1,995

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

Calendar

Public Classroom


Member Price: $1,895 | Price: $1,995

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.


Request Info

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.

Dec 09, 2014 - Dec 11, 2014
Boise, ID
HDI Support Center Manager Price: $1995   Member price: $1895
Dec 10, 2014 - Dec 12, 2014
Addison, TX
HDI Support Center Manager Price: $1995   Member price: $1895
Dec 10, 2014 - Dec 12, 2014
Arlington, VA
HDI Support Center Manager Price: $1995   Member price: $1895
Jan 13, 2015 - Jan 15, 2015
HDI, Virtual Classroom
HDI Support Center Manager On or before Dec 03, 2014:
Price: $1895   Member price: $1795

After Dec 03, 2014:
Price: $1995   Member price: $1895
Jan 21, 2015 - Jan 23, 2015
Toronto, ON
HDI Support Center Manager On or before Dec 11, 2014:
Price: $1895   Member price: $1795

After Dec 11, 2014:
Price: $1995   Member price: $1895
Jan 26, 2015 - Jan 28, 2015
Los Angeles, CA
HDI Support Center Manager On or before Dec 16, 2014:
Price: $1895   Member price: $1795

After Dec 16, 2014:
Price: $1995   Member price: $1895
Jan 28, 2015 - Jan 30, 2015
New York, NY
HDI Support Center Manager On or before Dec 18, 2014:
Price: $1895   Member price: $1795

After Dec 18, 2014:
Price: $1995   Member price: $1895
Feb 02, 2015 - Feb 04, 2015
San Francisco, CA
HDI Support Center Manager On or before Dec 23, 2014:
Price: $1895   Member price: $1795

After Dec 23, 2014:
Price: $1995   Member price: $1895
Feb 04, 2015 - Feb 06, 2015
Chicago, IL
HDI Support Center Manager On or before Dec 25, 2014:
Price: $1895   Member price: $1795

After Dec 25, 2014:
Price: $1995   Member price: $1895
Feb 04, 2015 - Feb 06, 2015
Washington, DC
HDI Support Center Manager On or before Dec 25, 2014:
Price: $1895   Member price: $1795

After Dec 25, 2014:
Price: $1995   Member price: $1895
Feb 09, 2015 - Feb 11, 2015
Phoenix, AZ
HDI Support Center Manager On or before Dec 30, 2014:
Price: $1895   Member price: $1795

After Dec 30, 2014:
Price: $1995   Member price: $1895
Feb 25, 2015 - Feb 27, 2015
Dallas, TX
HDI Support Center Manager On or before Dec 18, 2014:
Price: $1895   Member price: $1795

After Dec 18, 2014:
Price: $1995   Member price: $1895
Feb 25, 2015 - Feb 27, 2015
Calgary, AB
HDI Support Center Manager On or before Jan 15, 2015:
Price: $1895   Member price: $1795

After Jan 15, 2015:
Price: $1995   Member price: $1895
Mar 04, 2015 - Mar 06, 2015
Nashville, TN
HDI Support Center Manager On or before Jan 22, 2015:
Price: $1895   Member price: $1795

After Jan 22, 2015:
Price: $1995   Member price: $1895
Mar 10, 2015 - Mar 12, 2015
Pittsburgh, PA
HDI Support Center Manager On or before Jan 28, 2015:
Price: $1895   Member price: $1795

After Jan 28, 2015:
Price: $1995   Member price: $1895
 

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 Manager (HDI-SCM) 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 15 %
Policy and Strategy 25 %
People Management 15 %
Resources 15 %
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 1.800.248.5667.


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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 Manager (HDI-SCM) Certification Standard for $29.


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Practice Test


Member Price: $69.00 | Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.


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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