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