Ensure that your team leads and supervisors learn the important skills required to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. Participants will learn proven support center processes and best practices, and master important daily functions such as scheduling, coaching, and workforce management.

What You Will Learn

• Essential team lead management and leadership skills
• The importance of Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and understanding priority levels
• The ITIL processes of Incident, Problem Change, Release, Asset, and Configuration Management
• The essentials of People Management: hiring, scheduling, evaluating, and retaining employees
• An eight-step method for effective coaching
• Essential performance metrics, quality assurance monitoring, and key performance indicators (KPIs)

Virginia Scuderi , HDI Faculty Member

Virginia’s experience encompasses nearly 20 years in computer and soft skills training, curriculum development, and computer software support. Her diverse background includes: compatibility testing, troubleshooting, and hardware and software support. Since 1993, Virginia has been associated with HDI as a primary staff instructor and consultant. During this time she has served as director of certification and curriculum development facilitating the launch of HDI’s Certification program (HDA, HDSA, HDM).

Explore how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. This course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

What You Will Learn

• Five characteristics of an effective support center manager
• How to create Service Level Agreements (SLAs), Operating Level Agreements (OLAs),and Standard Operating Procedures (SOPs) in support of a service catalog
• Steps to cost-benefit analysis, total cost of ownership, and calculating Return on Investment (ROI)
• The difference between and importance of strategic, tactical, and operational planning
• Benefits and challenges of self-service technologies
• The metrics, benchmarks, and KPIs essential to your performance reporting

John Custy, HDI Faculty Member

John has 20+ years experience in developing and implementing IT services management solutions. He assists organizations in developing their service strategies and translating those strategies into functional business plans, resulting in improved IT services management practices. John is an ITIL-certified service manager and also holds ITIL Practitioner certifications in IT service management.

This course focuses on the development and execution of strategic plans that will take the organization to the next level. You will learn how to realize greater Return on Investments (ROI), develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

What You Will Learn

• How to quantify your support center’s value, calculate and maximize Return on Investment (ROI) Twelve step process and decision matrix for selecting technologies and vendors
• How to align support strategies with business goals and objectives
• Strategies for workforce management, coaching, team building and succession planning
• How to justify a service improvement project with a business case
• SMART methods for determining which quantitative and qualitative metrics are utilized
• Valuable reporting tools: Balanced Scorecard, Morning Report, and Executive Brief

Katherine Lord, HDI Faculty Member

Katherine spent much of her career managing IT support functions in Canada and the US and specialized in turning “help-less desks” into value-added entities with improved business focus, renewed vision, and customer-centric fundamentals. She brings her classrooms to life with real world examples and provides invaluable insight into benchmarking, gap assessments, and process improvement.