HDI® Support Center Manager

This courseware is available in a Virtual Classroom configuration.

Support center managers are responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs. HDI Support Center…

Read More

Certificate HDI Support Center Manager (HDI-SCM)
Duration 3 Days
Delivery Blended, Classroom, Virtual Classroom
Accreditor HDI
Languages English

What is included in HDI® Support Center Manager

Course Description

Support center managers are responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs. HDI Support Center Manager (HDI-SCM) training explores how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

Course Information

Certification: HDI Support Center Manager (HDI-SCM)

Duration: 3 Days

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: HDI

Available Languages: English

Purchase Options: Pay Per Use Courseware


  • 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

Learning Objectives

At the end of this course, you will be able to:

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

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: Support Delivery Methods and Technology

  • 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 (QA)

  • 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: Promoting the Support Center

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities

Benefits Of Working With ITpreneurs

Ready-to-use training materials means faster time to revenue. Offer relevant training to your clients: order accredited training materials, book exams, and drive results.

Innovative Solutions

We continue to innovate our portfolio. We offer blended learning programs, video-based learning as well as interactive learning tracks.


An intuitive ordering process and fully automated delivery portal that integrates with your own delivery processes make your life easy.

Instructor Support

You get extensive guidance for instructors, ensuring optimal deliveries, every time. Don’t have an instructor? Use one of ours!

Branded Products

Our printed books, ebooks, or printable books are branded with your logo and name. Your customers will log into your branded portal.

Tailored Portfolio

You get various flavors of courseware, ensuring there always is an option that suits your needs.

Click & Consume

A flexible pay-per-use model for courseware, exams and instructors offers you full flexibility instantly.

Partner with ITpreneurs for HDI® Support Center Manager

Interested in licensing our courseware for your training organization or corporate training environment?

We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank