Succeeding With Metrics | September 17 - 18 | Jeff Rumburg

This interactive, consultative workshop - facilitated by industry expert Jeff Rumburg - will provide a comprehensive overview of best practices in performance measurement and management for IT Service and Support. Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true in IT service and support, where effective performance measurement is not just a necessity, but a prerequisite for a successful center. This workshop addresses this shortcoming, and will provide a comprehensive overview of best practices in IT Service and Support Performance Measurement. In this workshop, MetricNet’s research, gathered from literally thousands of IT Service and Support benchmarks, will illustrate that the vast majority of IT service and support organizations use metrics to track and trend their performance – but nothing more! Unfortunately, in this mode, an IT service and support organization misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs, and the call-to-action potential of KPIs. Jeff brings more than twenty-five years of bench marking and consulting experience in IT Service and Support to the classroom. The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.

Regular Price: $1,769

Member Price: $1,669

After Aug. 3 Regular Price: $1,869

After Aug. 3 Member Price: $1,769

What You Will Learn:

  • Track and trend performance over time
  • Benchmark performance vs. industry peers
  • Identify strengths and weaknesses in IT support
  • Diagnose and understand the underlying drivers of performance gaps
  • Prescribe actions to improve performance
  • Establish performance goals for both individuals and the support organization
  • Initiate actions that yield sustainable, measurable performance gains
  • This workshop will include group activities, exercises, tools, and take-aways that can be implemented immediately in your support center.

Who Should Attend?

Any service and support professional who wants to harness and leverage the true potential of metrics for individual, team, and organizational performance.

Register For more information or call 719.268.0174


HDI Support Center Analyst | September 17 - 18

Service and support professionals and analysts provide front line technical support and act as the primary point of contact for customers. It is vital that service and support professionals provide the highest quality customer care to every customer on every contact.

Regular Price: $1,659

Member Price: $1,559

After Aug. 3 Regular Price: $1,759

After Aug. 3 Member Price: $1,659

What You Will Learn:

  • The process of incident management, from detection and recording to closure.
  • Critical thinking skills to resolve incidents quickly and consistently.
  • The value of service management processes and the role they play in providing quality support.
  • An awareness of the core help desk processes and best practices.
  • Valuable active listening skills and effective communication strategies.
  • Proven techniques for improving customer interactions.

Who Should Attend?

  • Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction
Register For more information or call 719.268.0174


Structured Problem Solving for the Support Professional | September 17 - 18

Through presentation and interactive workshop exercises, this course explores the major areas that affect an analyst's and technician's ability to troubleshoot effectively. Often, analysts use an ad hoc approach to problem solving using their instincts and past experience to guide them. This approach is inconsistent and often wastes time and resources.

Regular Price: $1,659

Member Price: $1,559

After Aug. 3 Regular Price: $1,759

After Aug. 3 Member Price: $1,659

What You Will Learn:

  • Implement a structured and proven process for troubleshooting
  • Identify root causes
  • Use tools that can lead to greater service excellence
  • Explain how structured problem solving integrates into the incident management process
  • Document specific types of details throughout the problem solving process
  • Generate knowledge documents with greater ease

Who Should Attend?

  • Technical support staff who need to learn how to resolve incidents and/or problems following a structured problem solving methodology
  • Team leads and managers that want to support their team's ability to follow the structured problem solving process
Register For more information or call 719.268.0174

KCS Principles | September 19 - 21

KCS is a methodology and set of principles and practices that leverage knowledge as a key asset of an organization. KCS has proven to significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.This three-day skills training and certification course is designed for customer service professionals and support center professionals, supervisors, managers, and directors responsible for managing their support centers’ resources and improving service.This course aligns with the KCS Practices Guide v6.0.

Regular Price: $1,769

Member Price: $1,669

After Aug. 3 Regular Price: $1,869

After Aug. 3 Member Price: $1,769

What You Will Learn:

  • How to efficiently reuse, improve, maintain and create quality, easy-to-find knowledge articles
  • A process for monitoring the quality of knowledge
  • Ways to motivate staff to use the knowledge management practices and to effectively assess individual and team contributions
  • How you can minimize or eliminate the need for a knowledge engineering function
  • How to articulate the value of knowledge management practices for your organization
  • A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
  • How to identify and avoid the common pitfalls associated with knowledge management

Who Should Attend?

  • Any and all customer service professionals, project managers, and support center professionals, supervisors, managers, and directors who want actionable steps to improve time-to-resolve and reduce expense by utilizing a knowledge management program
  • Individuals who are preparing for the KCS Principles certification exam
Register For more information or call 719.268.0174


HDI Support Center Director | September 19 - 21

Gaining the support of senior management and effectively communicating the pivotal role of the support center are crucial to any support operation’s success. For these reasons, support center directors must serve as support leaders and strategically align the support center with the organization.HDI Support Center Director (HDI-SCD) training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

Regular Price: $2,899

Member Price: $2,799

After Aug. 3 Regular Price: $2,899

After Aug. 3 Member Price: $2,799

What You Will Learn:

  • Assessment strategies for the support center
  • How to quantify your support center’s value and maximize return on investment
  • Twelve step process and decision matrix for selecting technologies and vendors
  • The requirements of an effective service catalog
  • How to align support strategies with business goals and objectives
  • Knowledge management processes that can save you time and money
  • Strategies for workforce management, coaching, team building, and succession planning
  • How to justify a service improvement project with a business case
  • Valuable reporting tools: balanced scorecard, morning report, and executive brief
  • Selecting the right leading and lagging indicators

Who Should Attend?

  • Seasoned technical service and support leaders who are responsible for their organizations’ overall service delivery and provide strategic direction, financial accountability, and performance reporting
  • Individuals who are preparing for the HDI Support Center Director certification exam
Register For more information or call 630.283.5638

Special Team Pricing – Save $100/person when you bring your team of 3 or more.

For information, contact Tina Buchberger at 630.283.5638 or email Tina Buchberger.