HDI Support Center Director training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.
Attendees will learn about:
Assessment strategies for the support center;
Techniques for quantifying your support center's value and maximize return on investment;
A twelve-step process and decision matrix for selecting technologies and vendors;
The requirements of an effective service catalog;
Ways to align support strategies with business goals and objectives;
Knowledge management processes that can save you time and money;
Strategies for workforce management, coaching, team building, and succession planning;
Using a business case to justify a service improvement project;
Valuable reporting tools: balanced scorecards, morning reports, and executive briefs; and
Selecting the right leading and lagging indicators.
Who Should Attend
This course is designed for experienced technical support professionals who are responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting, as well as those seeking to master critical performance and customer service strategies.
Unit 1: Executive Leadership
The Role of the Support Center Director
Support Center Maturity
Managing as a Business
Best Practices and Frameworks
Unit 2: Business Planning and Strategy
Building the Strategy
Strengths, Weaknesses, Opportunities, and Threats
IT Financial Management
Cost, Value, and Return on Investment
Unit 3: Support Center Processes
IT Service Management
ITIL® Service Support
ITIL Service Delivery
Unit 4: Tools and Technology
Determining Technology Needs
Managing Vendor Relationships
Unit 5: Metrics and Quality Assurance
Unit 6: People Management
Unit 7: Organizational Development
Managing Organizational Change
Global Awareness and Diversity
Unit 8: Marketing the Support Center
Unit 9: Creating a Business Case
The Purpose of a Business Case
The Anatomy of a Business Case
Presenting the Business Case
Three-Day Course Includes
Instruction, online certification exam, breakfast, lunch, and breaks
Welcome! You can use the Session Scheduler tool to browse sessions and build a custom event schedule. Once you've saved your personal schedule, you can access it from the free Fusion 16 Mobile app (available approximately 30 days before the event). Note: use the same login/password on the Mobile app that you set up on this web site.
Step 1. Create an account. Use the "Create Account" button at the top of the right-hand corner.
Step 2. Choose a view. Select either the "List" or the "Grid" icon. (It's the same data, just a different view of the sessions.)
Step 3. Choose your sessions. Click the "Add" or "Remove" button next to each session to add it to, or remove it from, your personalized schedule.
Step 4. Review your schedule. Push the "My Schedule" button in the left column to view your selected sessions.