A support center’s strategy drives everything it does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Learn how to satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.
Attendees will learn about:
The characteristics of an effective support center manager;
Creating service level agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) that support the service catalog;
The steps involved in performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment;
The relationships between IT service management processes;
The difference between and the importance of strategic, tactical, and operational planning;
The benefits and challenges of self-service technologies;
Processes for building and managing effective security policies;
The value of outsourcing;
Tactics for screening, hiring, training, and managing high-performance teams; and
The metrics and key performance indicators (KPIs) essential to performance reporting.
Who Should Attend
This course was designed for experienced technical support professionals who manage the day-to-day functions of a support operation, as well as those seeking to master critical performance and customer service strategies.
Unit 1: The Support Center
Past, Present, and Future
Successful Support Centers
Unit 2: Effectively Managing Your Support Center
Support Center Manager Roles and Responsibilities
Your Role as a Manager
Your Role as a Support Center Leader
Code of Conduct and the Support Center
Effective Communication for a Manager
Communicating Across Cultures
Conflict Resolution and Negotiations
Building Your Team
Managing Organizational Change
Unit 3: Support Center Strategic Management
The Strategic Perspective
Building Your Support Center Strategy
Key Elements of Vision and Mission Statements
The Support Center as a Business
IT Financial Management
Metrics, Benchmarks, and KPIs: A Primer
Unit 4: Support Center Operations Management
How is Support Center Infrastructure Determined?
Service Delivery Methods
Service Management Systems
Selecting Your Support Center's Technology
Unit 5: Developing Support Center Processes
Foundations of Support Center Processes
Service Level Management
SLAs, OLAs, SOPs, and UCs
Unit 6: Service Support Processes
Support and Restore
Control and Release
Unit 7: Metrics and Quality Assurance
Evaluating Support Center Processes
Collecting, Analyzing, and Reviewing Data
Quality Assurance Programs
Measuring Customer Satisfaction
Quality Assurance Tools and Methods
Unit 8: Managing the Support Center Team
Unit 9: Marketing the Support Center
Why Market the Support Center?
Benefits of Marketing the Support Center
Challenges of Marketing the Support Center
How to Market the Support Center
Three-Day Course Includes
Instruction, online certification exam, breakfast, lunch, and breaks
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