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HDI Desktop Support Manager (HDI-DSM)

Certification

This certification verifies that the desktop support manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

Training

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs.

Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

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What You Will Learn

  • Characteristics of an effective desktop support manager
  • How to create and deliver on service level agreements and operating level agreements
  • How to align desktop support services with business strategy, objectives, and processes
  • The importance of the relationships among IT service management processes
  • Tactics for screening, hiring, training, and leading high-performance teams
  • How to create an internal marketing culture to promote your desktop support services
  • The metrics and key performance indicators essential to desktop support performance reporting

Who Should Attend?

  • Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance, and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification exam

Course Outline

Unit 1: Desktop Support

  • The Evolution of Support
  • Support Center Maturity
  • Successful Desktop Support

Unit 2: Strategy

  • Strategic Perspective
  • Business Alignment
  • SWOT

Unit 3: IT Financial Management

  • IT Financial Management
  • Cost, Value, and ROI

Unit 4: Technology and Service Support

  • Service Desk Infrastructure
  • Telephony Infrastructure
  • Desktop Support Delivery Methods
  • Service Management Systems
  • Selecting Service Desk Technology

Unit 5: Service Level Management

Unit 6: Metrics and Quality Assurance

  • Desktop Support Metrics
  • Data Sources
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction

Unit 7: Desktop Support Processes

  • Best Practices for Support
  • IT Service Management
  • The Service Desk
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management

Unit 8: Leadership

  • Your Responsibilities as a DSM
  • Your Role as a Leader
  • Manage Operations Effectively
  • Emotional Intelligence
  • Communication
  • Influence and Motivate
  • Integrity and Service Ethics
  • Growth

Unit 9: Workforce Management

  • Workforce Management
  • Staffing Models
  • Scheduling
  • Sourcing
  • Recruitment

Unit 10: Training and Retention

  • Fostering Relationships
  • Teamwork
  • Coaching
  • Peer Mentoring
  • Training
  • Rewards, Motivation, and Retention
  • Performance Management
  • Career Development Planning

Unit 11: Promoting Desktop Support

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities
Calendar

Virtual Classroom

Price: $1,999

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

View the Virtual Classroom FAQs

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Public Classroom

Price: $1,999

Facilitated by a faculty member, this three-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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Private Group Training

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.

HDI Corporate Training 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.
Sep 27, 2021 - Sep 29, 2021
HDI, Virtual Classroom 		HDI Desktop Support Manager On or before Aug 02, 2021 :
Price: $1,899.00

After Aug 02, 2021 :
Price: $1,999.00 		More Info Add to Cart
Only 4 seats left
Dec 06, 2021 - Dec 08, 2021
HDI, Virtual Classroom 		HDI Desktop Support Manager On or before Oct 11, 2021 :
Price: $1,899.00

After Oct 11, 2021 :
Price: $1,999.00 		More Info Add to Cart
 

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.


Certification Exam

The certification exam is included with training purchased directly from HDI. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.

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 15 %
Policy and Strategy 25 %
People Management 15 %
Resources 15 %
Process and Procedures 20 %
Performance Results 10 %

Exam Extensions

Add To Cart

A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

Add To Cart

Exam retakes can be purchased for a fee of $99.

Exam Insurance

Add To Cart

Exam insurance now available.

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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