Overview
Certification
This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.
Training
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 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.
What You Will Learn
- Characteristics of an effective support center manager
- How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
- The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and return on investment
- The relationships between IT service management processes
- The difference between and the importance of strategic, tactical, and operational planning
- Benefits and challenges of self-service technologies
- Processes for building and managing effective security policies
- Staffing models
- The value of outsourcing
- Tactics for screening, hiring, training, and managing high-performance teams
- The metrics and key performance indicators essential to performance reporting
Who Should Attend?
- 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
Schedule
Start Date |
End Date |
Delivery Location |
| December 15, 2021 | December 17, 2021 | VIRTUAL |
| January 19, 2022 | January 21, 2022 | VIRTUAL |
| February 23, 2022 | February 25, 2022 | VIRTUAL |
| March 22, 2022 | March 24, 2022 | VIRTUAL |
| April 27, 2022 | April 29, 2022 | VIRTUAL |
| June 27, 2022 | June 29, 2022 | VIRTUAL |
| July 27, 2022 | July 29, 2022 | VIRTUAL |
| August 24, 2022 | August 26, 2022 | VIRTUAL |
| September 26, 2022 | September 28, 2022 | VIRTUAL |
| October 26, 2022 | October 28, 2022 | VIRTUAL |
| December 14, 2022 | December 16, 2022 | VIRTUAL |
Course Curriculum
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: Technology and Service Support
- 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
- 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
- Section 7 Integrity & growth
- Growth
Unit 9: Workforce Management
- Workforce management
- Staffing models
- Scheduling
- Sourcing
- Recruitment
Section 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
Register or Inquire
Certification Exam
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the HDI Support Center Manager (HDI-SCM) 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 | 15 % |
| Policy and Strategy | 25 % |
| People Management | 15 % |
| Resources | 15 % |
| Process and Procedures | 20 % |
| Performance Results | 10 % |
Exam Extensions
A 28-day extension is available for an online exam: details
Exam Retakes
Exam retakes can be purchased for a fee: details
