HDI Support Center Manager
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. The Support Center Manager must strategically align the support center to the organization. HDI’s Support Center Manager (SCM) course focuses on the best practice standards 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 their support organization by learning to:

  • Build a support center strategy aligned with organizational 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
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 2: Business Planning & Strategy
  • Section 1: Cost, Value and Return on Investment
  • Section 2: Managing Support as a Business
  • Section 3: Quantifying Total Value
  • Section 4: Strategic Perspective
  • Seciton 5: Managing Stakeholder Expectations
  • Section 6: Operations Management
  • Conclusion
Unit 3: Technologes 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 Management
  • 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 Funcitons
  • 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 Appendices
  • Appendix A: SCM Standards
  • Appendix B: Practice Exam
  • Appendix C: Manager’s Toolkit
  • Appendix D: Preparing for the Exam
  • Appendix E: Glossary of Terms
  • Appendix F: Bibliography

Who Should Attend

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

On-site
A three-day course conducted at your company’s site.
Call 1-888-737-2327 for pricing.

Classroom
Interactive three-day course among peers.

Certification
Students will be eligible to write their certification exam on-line after completion of this course.

Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.

For more information call our office at 1-888-737-2327.
 

Events

Our new web site is up and running! Many thanks for your patience and enjoy the new RADAR web experience. As always if you have any questions, comments or feedback please don’t hesitate to give us a call or contact us at info@radarsolutionsgroup.com.

Please note that we have changed the domain name and email addresses. Note that any visitors to www.radarinteractive.com will be redirected here to www.radarsolutionsgroup.com, and you may also wish to update our contact info with the new domain @radarsolutionsgroup.com. We’d like to thank all of our returning customers for your business and express a warm welcome to our new visitors.

Best regards,
The RADAR Team.

Ottawa

Next course in Ottawa
Making Light of Stress

Making Light of Stress
Course Overview

In today’s environment service specialists must appropriately deal with the constant demand of customer-induced stress and their own personal stressors inside and outside the workplace.  Being able to identify the sources of stress and manage responses to these sources will improve your ability to provide high-quality customer service.

Price: $395.00
Date: October 12, 2012
Duration: 1/2 day

Register
 
Course Details »
 

ON Oct 12, 2012 AT 08:30
 AT Ottawa TBD

Toronto

Next course in Toronto
HDI Support Center Manager (SCM)

HDI Support Center Manager
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. The Support Center Manager must strategically align the support center to the organization. HDI’s Support Center Manager (SCM) course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization.

Price: $1,895.00
Date: July 11 - 13, 2012
Duration: 3 days

Register
 
Course Details »
 

ON Jul 11, 2012 AT 08:00
 AT Toronto TBD

Montreal

Next course in Montreal
HDI Desktop Support Technician (DST)

HDI Desktop Support Technician
Course Overview

Designed for IT support professionals who deal with problems at clients' workstations or home office, this two-day course focuses on understanding and utilizing key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience.

Price: $1,395.00
Date: May 31 - June 1, 2012
Duration: 2 Days

RegisterRegister
 
Course Details »
 

ON May 31, 2012 AT 08:30
 AT Montreal TBD

Vancouver

NO EVENT

Calgary

NO EVENT

Regina

NO EVENT
training hdi contact