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Pre1 - HDI Support Center Director
Friday, November 06, 2009 9:00 AM - 5:00 PM
Course Overview
The HDI Support Center Director course is designed for experienced directors and managers who provide strategic
leadership for the IT support organization. Participants will learn how to use their knowledge and communication skills
to align their department with organizational goals as well as discover techniques to help them market the support
center to upper management.
What You Will Learn
- How to support strategies with business goals and objectives
- Support leadership skills
- How to develop policies and goals that advance your business
- HDI Support Center Maturity Assessment
- Strategies for continuous improvement
- IT financial principles
- Strategies for professional development and succession planning
- Methods for selecting technologies and managing vendor
- The ITIL processes
- How to justify a service improvement project with a business case
- Tools such as: Balanced Scorecard, Morning Report,Executive Brief, Business Case, Report Distribution
Matrix, Succession Plan, Return on Investment Calculator (ROI), and Decision Matrix
Who Should Attend
Experienced IT support organization leaders.
3-day Course Includes: Instruction, online certification exam, breakfast, lunch, and breaks.
$2,895.00
John Custy
JPC Group
Managing Consultant
John Custy has more than 20 years experience in designing, developing, and implementing IT services management solutions, both as a practitioner and as a consultant. He has assisted many organizations in developing their service strategies and translating these 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.