HDI Support Center Team Lead (HDI-SCTL)


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Member price: $745
List price: $795
"This class was very helpful. It provided very helpful tools that can be used at my company."
--Tia Parks ,  Optimus Corporation

Certification

This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.

Training

What You Will Learn

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL® processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team-building and motivational techniques
  • Essential performance metrics and key performance indicators

Who Should Attend?

  • Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation
  • Individuals who are preparing for the HDI Support Center Team Lead certification exam

Course Outline

Unit 1: Support Center Overview

  • Evolution of the Support Center
  • Role of the Support Center

Unit 2: Role of the Support Center Team Lead

  • Role of the SCTL
  • Effective Leadership
  • Emotional Intelligence
  • Managing Relationships

Unit 3: Business Planning and Strategy

  • Strategic Perspective
  • Building a Strategy
  • Service Level Management
  • SOPs
  • Business Alignment

Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operations
  • Additional Processes
  • Knowledge Management

Unit 5: Technologies and Service Delivery Methods

  • Service Desk Infrastructure
  • Telephony Infrastructure
  • Service Delivery Methods
  • Service Management Systems

Unit 6: Workforce Management and Training

  • Workforce Management
  • Sourcing and Recruitment
  • Training

Unit 7: Communication and Coaching

  • Communication
  • Global Awareness
  • Managing Conflict
  • Coaching

Unit 8: Teamwork, Motivation, and Retention

  • Teamwork
  • Motivation,Rewards, Recognition
  • Performance Management
  • Retention

Unit 9: Metrics and Quality Assurance

  • Metrics
  • Quality Assurance
  • Using Surveys
  • Performance Report
  • Promoting the Support Center
Calendar

Virtual Classroom


Member Price: $1,595 | Price: $1,695

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 two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

Calendar

Public Classroom


Member Price: $1,595 | Price: $1,695

Facilitated by a faculty member, this two-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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Online Course


Member Price: $745 | Price: $795

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 10-12 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.


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Blended Learning


Member Price: $1,095 | Price: $1,195

This training course combines the advantages of self-paced, online training with the virtual classroom. Students complete the assigned units of self-paced, online training prior to each of the three, two-hour sessions of instructor-led, virtual classroom sessions utilizing Microsoft Live Meeting and a conference bridge allowing students to interact with the instructor.

  • Self-study can be done anytime at the individual's pace.
  • Instructors share real-world experiences, examples, and facilitate student interaction.
  • Eliminate travel costs, including time away from the support center.

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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.

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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.

Oct 27, 2014 - Oct 28, 2014
Chicago, IL
HDI Support Center Team Lead Price: $1695   Member price: $1595
Oct 31, 2014 - Nov 14, 2014
HDI, Blended Learning
HDI Support Center Team Lead Price: $1195   Member price: $1095
Dec 08, 2014 - Dec 09, 2014
Addison, TX
HDI Support Center Team Lead On or before Oct 28, 2014:
Price: $1595   Member price: $1495

After Oct 28, 2014:
Price: $1695   Member price: $1595
Dec 10, 2014 - Dec 11, 2014
Montreal, QC
HDI Support Center Team Lead On or before Oct 30, 2014:
Price: $1595   Member price: $1495

After Oct 30, 2014:
Price: $1695   Member price: $1595
Jan 19, 2015 - Jan 20, 2015
Toronto, ON
HDI Support Center Team Lead On or before Dec 09, 2014:
Price: $1595   Member price: $1495

After Dec 09, 2014:
Price: $1695   Member price: $1595
Jan 21, 2015 - Jan 22, 2015
Minneapolis, MN
HDI Support Center Team Lead On or before Dec 11, 2014:
Price: $1595   Member price: $1495

After Dec 11, 2014:
Price: $1695   Member price: $1595
Jan 23, 2015 - Feb 06, 2015
HDI, Blended Learning
HDI Support Center Team Lead On or before Dec 13, 2014:
Price: $1145   Member price: $1045

After Dec 13, 2014:
Price: $1195   Member price: $1095
Feb 18, 2015 - Feb 19, 2015
Chicago, IL
HDI Support Center Team Lead On or before Jan 08, 2015:
Price: $1595   Member price: $1495

After Jan 08, 2015:
Price: $1695   Member price: $1595
Feb 18, 2015 - Feb 19, 2015
HDI, Virtual Classroom
HDI Support Center Team Lead On or before Jan 08, 2015:
Price: $1595   Member price: $1495

After Jan 08, 2015:
Price: $1695   Member price: $1595
Feb 23, 2015 - Feb 24, 2015
Calgary, AB
HDI Support Center Team Lead On or before Jan 13, 2015:
Price: $1595   Member price: $1495

After Jan 13, 2015:
Price: $1695   Member price: $1595
Mar 02, 2015 - Mar 03, 2015
Washington, DC
HDI Support Center Team Lead On or before Jan 20, 2015:
Price: $1595   Member price: $1495

After Jan 20, 2015:
Price: $1695   Member price: $1595
Mar 16, 2015 - Mar 17, 2015
New York, NY
HDI Support Center Team Lead On or before Feb 03, 2015:
Price: $1595   Member price: $1495

After Feb 03, 2015:
Price: $1695   Member price: $1595
Mar 22, 2015 - Mar 23, 2015
Las Vegas, NV
HDI Support Center Team Lead Price: $1695   Member price: $1595
Mar 23, 2015 - Mar 24, 2015
Ottawa, ON
HDI Support Center Team Lead On or before Feb 10, 2015:
Price: $1595   Member price: $1495

After Feb 10, 2015:
Price: $1695   Member price: $1595
Apr 09, 2015 - Apr 10, 2015
Los Angeles, CA
HDI Support Center Team Lead On or before Feb 27, 2015:
Price: $1595   Member price: $1495

After Feb 27, 2015:
Price: $1695   Member price: $1595
 

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: $145.00

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 Team Lead (HDI-SCTL) 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 30 %
Policy and Strategy 10 %
People Management 30 %
Resources 10 %
Process and Procedures 15 %
Performance Results 5 %

 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 Team Lead (HDI-SCTL) 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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