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

Course Outline

Unit 1: Executive Leadership Essentials Service and Support Today Self-Assessment Executive Leadership The El Leader Best Practices and Frameworks SWOT Analysis & Action Plan Unit 2: Business Planning and Strategy Service and Support as a Business Building Strategy Services and SLM Business Alignment Financial Management Unit 3: Service and Support Processes Best Practices Service Management Service Operations Service Design Service Transition Total Quality Management Knowledge Management Unit 4: Service and Support Tools Systems Thinking Approach Support Tools/Tech Support Delivery Methods Social Media Vendor Relationships

Unit 5: Performance Management Measuring Success Baselines & Benchmarks Performance Repoting Continuous Improvement Unit 6: People Development Sourcing Strategies Workforce Management Training and Development Fostering Teamwork Unit 7: Organizational Change Management Managing Organizational Change Global Awareness & Diversity Service Ethics Unit 8: Marketing Strategy Promoting Value Successful Marketing Unit 9: Business Case Development The Purpose of a Business Case The Anatomy of a Business Case Presenting the Business Case

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Member Price: $2799 | Price: $2899

This interactive, virtual classroom event is facilitated by an industry expert and designed to focus on the unique needs of The Service and Support Center Director.  The goal of the virtual classroom is to provide a consultative experience with the instructor and opportunities to network with your peers. In this three-day, virtual classroom, we will assessment performance, focus on building plans to improve operations, and allow discussion time to interact with the instructor to dive deeper into key areas of need for your service and support center.

The benefits of the Virtual Directors Course: 

• Facilitation by an industry expert, small class sizes designed to foster best practice sharing and networking.

• Focus on learning by taking the course from anywhere your schedule allows.

• Structured discussions facilitate networking and learning from real-world experiences designed to focus on needs of the service and support center.

• To learn more about virtual classroom training, contact an  account manager  or call 1.800.248.5667 .

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Member Price: $2,799 | Price: $2,899

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

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The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 6 weeks of purchase.

The certification exam is based on the HDI Support Center Director (HDI-SCD) 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	20 %
Policy and Strategy	20 %
People Management	20 %
Resources	10 %
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

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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.

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

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