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HDI - ITSM Consulting Company

HDI Support Center Manager (HDI-SCM)

Certification

Upon completing our comprehensive training program, your team members will have the opportunity to earn their HDI Support Center Manager (HDI-SCM) certification. This prestigious certification validates their expertise in effectively managing support center operations, fostering team performance, and ensuring alignment with organizational objectives.

It emphasizes key competencies such as strategic planning, performance management, service delivery optimization, customer satisfaction improvement, and the application of service management best practices. This certification demonstrates their ability to lead with confidence and drive the success of the support center.

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Training

The Support Center landscape is rapidly evolving, with new technologies, heightened expectations, and complex challenges. Managers are struggling to align operations with strategy while delivering tangible business value.

Without the right tools and insights, leaders risk falling behind, unable to meet organizational goals or foster a differentiated human experience. The gap between operational efficiency and strategic impact is widening, leaving teams underprepared and unsupported.

The HDI Support Center Manager course bridges this gap by equipping leaders with actionable strategies, emotional intelligence, and best practices to optimize workforce performance, drive continual improvement, and champion the human experience. Through hands-on learning, real-world case studies, and a 30-60-90 day improvement plan, participants will leave empowered to transform their Support Center into a strategic asset.

Course Sneak Peek

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What You Will Learn

  • Lead Strategically and Operationally: Align people, processes, and technology to achieve organizational goals and maturity.
  • Develop Business-Aligned Strategies: Create and implement actionable plans that support service delivery and demonstrate measurable value.
  • Drive Improvement Through Metrics: Identify key metrics, quality assurance practices, and reporting methods to inform decisions and enhance performance.
  • Optimize Workforce Performance: Master forecasting, scheduling, and professional development to build a high-performing team.
  • Champion the Human Experience: Strengthen relationships and trust through impactful employee and customer interactions.

Who Should Attend?

  • Support Center Managers: Leaders responsible for bridging operations and strategy to deliver business value.
  • Aspiring Leaders: High-potential supervisors or new managers seeking tools to lead effectively and drive success.
  • Strategic Thinkers: Professionals aiming to elevate their Support Center’s role within the organization.

What Support Center Managers Say About HDI-SCM

HDI-SCM is the certification support center leaders take when they move from running a team to running the function. Here is what that shift looked like for them.

Course Outline

Unit 1: The Role of the Support Center Manager

  • The Role and Responsibilities of the Support Center Manager
  • The HDI Support Center Maturity Model
  • How Responsibilities Evolve Across Maturity Levels

Unit 2: Strategy and Financial Management for the Support Center

  • What is Strategy?
  • Factors That Influence Strategy
  • Financial Management

Unit 3: Leadership

  • Transformational Leadership
  • Relationship Management
  • Leadership Communication

Unit 4: Support Center Practices

  • What is IT Service Management (ITSM)?
  • Service Catalog
  • Service Level Management and Experience Management
  • Best Practices for Support Centers
  • ITIL
  • Key ITSM Practices for the Support Center
  • Other ITSM Practices for the Support Center

Unit 5: Continual Improvement

  • What is Continual Improvement?
  • Continual Improvement Approaches
  • Continual Improvement Within the Support Center
  • Gaining Commitment to Continual Improvement
  • Quality Assurance: A Proactive Approach to Continual Improvement

Unit 6: Performance Results

  • The Importance of Performance Results
  • Reporting
  • Using Measures and Reports

Unit 7: Support Methodologies and Technologies

  • Delivering Support: Methodologies, Technologies, and Outcomes
  • Support Center Infrastructure
  • AI In the Support Center

Unit 8: Workforce Management

  • Why Workforce Management?
  • Staffing Models
  • Understanding Utilization Rate
  • Scheduling
  • Recruitment
  • Training and Retention

Unit 9: Teamwork and Experience

  • Changing Experience Drives Results
  • Emotional Intelligence (EI)
  • Overcoming Team Dysfunctions
  • Remote and Hybrid Experience
  • Recognition, Rewards, And Motivation

Course FAQ's

The HDI-SCM course runs three days in the live virtual classroom, eight hours a day, from 9:30 AM to 5:30 PM ET. That is 24 hours of instruction, the longest of HDI's support center certification courses, which reflects the amount of strategy, financial management and leadership material it covers.

The exam is 65 multiple choice questions with a 75 minute time limit, and a score of 80 percent or higher is required to pass. Strategy and Financial Management, Leadership, Support Center Practices, and Teamwork and Experience are the heaviest sections at 15 percent each, so those four are where your study time is best spent.

Yes. The certification exam is included with training purchased directly from HDI, and you have a 12 week window in which to take it. If you need longer, a 28 day extension is available for $50. Exam retakes are $99, and an optional practice test is $79.

HDI-SCTL is built for team leads running day to day operations, and its exam weights Leadership and People Management at 30 percent each. HDI-SCM is built for managers who own the support center's strategy and budget, so it adds Strategy and Financial Management, Continual Improvement and Performance Results. If you are coaching a team and handling escalations, start with HDI-SCTL. If you own the plan and the numbers, take HDI-SCM.

The live virtual classroom course is $2,299, with early registration pricing of $2,199 available on selected dates. The certification exam is included in that price. Private group training and corporate training options are priced separately, and HDI can quote those on request.

Virtual Classroom

Calendar $2,299

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

Private Group Training

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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.

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.
Nov 04, 2026 - Nov 06, 2026
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Dec 01, 2026 - Dec 03, 2026
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
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Jan 11, 2027 - Jan 13, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Feb 23, 2027 - Feb 25, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Mar 17, 2027 - Mar 19, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Apr 14, 2027 - Apr 16, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
May 12, 2027 - May 14, 2027
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Jun 15, 2027 - Jun 17, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Jul 14, 2027 - Jul 16, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Aug 17, 2027 - Aug 19, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Sep 15, 2027 - Sep 17, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Oct 19, 2027 - Oct 21, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Nov 10, 2027 - Nov 12, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
Dec 14, 2027 - Dec 16, 2027
HDI, Virtual Classroom 		HDI Support Center Manager Price: $2,299.00 More Info Add to Cart
 

Certification Exam

The certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.

The certification exam is based on the Certification Standard and is delivered online through the HDI Community 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 Standard categories within the HDI Support Center Manager certification exam. This information is provided to help you focus as you prepare for the exam.

Category HDI-SCM Weighting %
The Role of the Support Manager 5%
Strategy and Financial Management 15%
Leadership 15%
Support Center Practices
 15%
Continual Improvement
 10%
Performance Results
 10%
Support Center Methodologies and Technologies
 5%
Workforce Management
 10%
Teamwork and Experience
 15%

 

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.

Practice Test

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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.

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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