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.

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

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

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