Join HDI as we present FIVE educational webinars on valuable IT service and technical support processes and strategies that will help you manage customer expectations, improve performance, and create value for your organization.
These FREE webinars contain actual content from our industry-leading certification and training courses.
Have you ever felt like you spend the entire day running around with a roll of duct tape fixing things? If so, welcome to Incident Management. ITIL defines Incident Management as, “restoring normal service as quickly as possible, with minimum disruption to the business….” Have you ever wondered, “What is normal service?” Have your customers told you that your “quickly as possible” is not quick enough? How can you determine business impact?” If you are looking for guidance on best practice for Incident Management, this webinar is for you.
Key Takeaways:
Who Should Attend: Those who already have an understanding of incident management and who want to take their incident management program to a higher level of maturity.
Presenter: Jim Bolton HDI Faculty Member and President, Propoint Solutions Jim has more than decade of experience in architecting and delivering IT service management solutions. He holds an MBA in Technology Management, the ITIL v3 Expert Certificate, plus numerous industry certifications. Webinar sponsored by:
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According to the HDI Support Center Maturity Model, the Proactive phase is realized by measuring the positive impact of implementing industry best practices to deliver expected levels of service to your customers (Value!). Thinking proactively about current and future services is critical to your success. Join Pete McGarahan as he shares with you the benefits of having a proactive plan for continuous service improvement.
Who Should Attend: Managers and directors who are responsible for the strategic direction of their support operations.
Presenter: Pete McGarahan HDI Faculty Member and President, McGarahan & Associates Pete offers 25+ years of experience helping IT organizations optimize their service delivery model to support business objectives. Under his leadership, the Taco Bell support organization achieved the HDI Team Excellence Award.
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Performance management focuses on defining clear goals, behaviors, and expected results for individuals and the team as a whole. This includes how to meet and exceed those expectations through training, coaching, motivating and performance reviews. In this webinar, we’ll briefly explore standards and techniques to improve performance at your service desk.
Who Should Attend: Those responsible for team performance, including team leads, supervisors, and managers.
Presenter: Mia Melanson HDI Faculty Member and Consultant, Performance Consulting For the past fifteen years, Mia has provided professional and organizational development programs for customer contact centers within entrepreneurial organizations and Fortune 1000 companies.
A continual challenge of customer support is handling “difficult” customers. Whether they are angry or impatient, unable to explain their issues, or providing too much “off topic” information while you are trying to collect facts, there are proven ways to succeed. During this webinar, learn HDI’s tips for using vocal elements and customer service skills to satisfy the angry customer, the rambler, or the emotional customer while not becoming emotionally engaged yourself.
Who Should Attend: Front-line service and support professionals as well as those that supervise them.
Presenter: Rae Ann Bruno HDI Faculty Member and President of Business Solutions Training, Inc. Rae Ann Bruno is an ITIL-certified instructor with more than 15 years of management experience emphasizing process reengineering, employee development, and business alignment of IT services. Webinar sponsored by:
Learn the value of Problem Management, why to do it and the methodologies utilized. Problem Management is the processes that can bring immediate improvements in availability and reduce your resolution time, both of which are key drivers in customer satisfaction.
Who Should Attend: Those who already have an understanding of problem management and who want in-depth coverage of the process, it value, and benefits.
Presenter: John Custy HDI Faculty Member and Principal, JPC Group John Custy has more than 20 years of experience in designing, developing, and implementing IT services management solutions, both as a practitioner and as a consultant.