What You Will Learn

• Characteristics of an effective support center manager
• How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
• The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and return on investment
• The relationships between IT service management processes
• The difference between and the importance of strategic, tactical, and operational planning
• Benefits and challenges of self-service technologies
• Processes for building and managing effective security policies
• Staffing models
• The value of outsourcing
• Tactics for screening, hiring, training, and managing high-performance teams
• The metrics and key performance indicators essential to performance reporting

Who Should Attend?

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

Course Outline

Unit 1: The Support Center The Evolution of Support Support Center Maturity Successful Support Centers 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 Center Infrastructure Telephony Infrastructure Support Delivery Methods Service Management Systems Selecting Service Desk Technology Unit 5: Service Level Management Service Level Management Unit 6: Metrics and Quality Assurance Support Metrics Data Sources Baselining and Benchmarking Performance Reporting Quality Assurance Programs Measuring Customer Satisfaction Measuring Employee Satisfaction Unit 7: Support Center Processes Best Practices for Support IT Service Management  The Service Desk Service Operations Service Design Service Transition Knowledge Management

Unit 8: Leadership SCM Responsibilities Your Role as Leader Manage Operations Effectively Emotional Intelligence Communication Influence & Motivate Integrity & 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, Retention Performance Management Career Development Planning Unit 11: What is Marketing? Creating Internal Marketing Culture Marketing Opportunities

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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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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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.

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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.

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Certification Exam

Price: $225.00

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

The certification exam is based on the HDI Support Center Manager (HDI-SCM) Certification Standard and is delivered online through the HDI Learning Center.

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

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

Exam Retakes

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

Exam Insurance

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Exam insurance now available.

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Standard

Price: $29.00

HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam. For those who purchase a certification and training course, the certification standard is already included in the price of a course.

If you are a member, you may download the standard or you can purchase the HDI Support Center Manager (HDI-SCM) Certification Standard for $29.

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Practice Test

Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

• Each practice test is 30 questions and must be completed in 35 minutes
• You may take multiple tests
• Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.

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