About HDI

HDI, the world’s largest membership association for IT service and support professionals, focuses on establishing best industry practices, developing certification and training programs based on internationally recognized standards, and providing members with timely access to valuable industry resources and events.
 

Course Overview

Gaining C-level management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success.  For this reason, the support center manager must act as a support leader, and strategically align the support center to the organization. 
 

HDI’s Support Center Manager course focuses on the best practice standard and skills necessary to successfully manage the strategic and tactical components of a support organization.  Additionally, this course provides participants with a raised awareness and understanding of the Information Technology Infrastructure Library (ITIL) best practice framework and its application.  In this three-day course, support center managers will be presented with a renewed vision for leading the support organization by learning to: 

• Build a support center strategy aligned with organization needs

• Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction

• Calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)

• Use ITIL best practices to meet ongoing business challenges

• Select the appropriate tools and technology to maximize service delivery

• Implement training and retention programs and maintain high performance teams through mentoring

• Use Key performance indicators (KPI’s) and measure support performance

• Manage customer perceptions and build strong internal relationships

• Promote and market the value of the support center across the organization

Who should Attend

IT support managers and supervisors who manage both the strategic and tactical aspects of their organizations, and those seeking HDI Support Center Manager certification.

Introduction

Section 1:  Getting Started

Section 2:  About HDI

Section 3:  Maximizing Your Learning Experience

Unit 1:  Support Center Overview

Section 1:  The evolution of the Support Center

Section 2:  HDI Support Center Maturity Model

Section 3:  Best Practices

Conclusion

Unit 3:  Technologies and Service Delivery Methods

Section 1:  Support Center Infrastructure

Section 2:  Service Delivery Methods

Section 3:  Telephony Systems

Section 4:  Service Management Systems

Conclusion

Unit 4”  ITIL and IT Service Management

Section 1:  IT Service Management

Section 2:  Service Desk

Section 3:  Incident Management

Section 4:  Problem Management

Section 5:  IT Configuration & Asset Mgmt

Section 6:  Change Management

Section 7:  Release Management

Conclusion

Unit 5:  Support Center Processes

Section 1:  Service Level Management

Section 2:  IT Service Continuity Management

Section 3:  Security Management

Section 4:  Knowledge Management

Conclusion

Unit 6:  Staffing and Recruitment

Section 1:  Workforce Management

Section 2:  Sourcing

Section 3:  Recruitment

Conclusion

Unit 7:  Training and Retention

Section 1:  Retention

Section 2:  Teamwork

Section 3:  Performance Management

Section 4:  Training

Section 5:  Professional Development

Conclusion

Unit 8:  Support Center Leadership

Section 1:  Effective Leadership

Section 2:  Management Functions

Section 3:  Global Awareness

Section 4:  Organizational Change Management

Conclusion

Unit 9: Maximizing Effectiveness

Section 1:  Communication Skills

Section 2:  Conflict Management

Section 3:  Time Management

Section 4:  Stress Management

Conclusion

Unit 10:  Quality Assurance

Section 1:  Quality Assurance

Section 2:  Metrics

Section 3:  Benchmarking

Section 4:  Measuring Customer Satisfaction

Conclusion

Unit 11:  Marketing the Support Center

Section 1:  Promoting the Support Center

Section 2:  Managing Expectations

Conclusion

Conclusion

This is a wonderful opportunity to receive your HDI Support Center Manager Certification
and then attend our one-of-a-kind annual HEAT User Conference in Savannah, GA.

CreekPointe will conduct class for a minimum of 10 students – maximum of 20.

CreekPointe reserves the right to cancel this class for fewer than 10 students.