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HDI Support Center Director

Strategically lead the service and support organization and increase business value.

GK# 2541

Course Overview

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Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation's success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.

In this course for support center directors, you will learn to develop and execute strategic plans that will take your organization to the next level. You will discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

This course is designed to assist you in preparing for the HDI Support Center Director (HDI-SCD) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Schedule

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  • Delivery Format:
  • Date:
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What You'll Learn

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  • Assessment strategies for the support center
  • How to quantify your support center's value and maximize return on investment
  • Twelve-step process and decision matrix for selecting technologies and vendors
  • The requirements of an effective service catalog
  • How 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
  • How to justify a service improvement project with a business case
  • Valuable reporting tools: balanced scorecard, morning report, and executive brief
  • Selecting the right leading and lagging indicators

Outline

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Classroom Live Outline

1. Executive Leadership

  • Role of the Support Center Director
  • Support Center Maturity
  • Managing as a Business
  • Best Practices and Frameworks

2. Business Planning and Strategy

  • Building the Strategy
  • Strengths, Weaknesses, Opportunities, and Threats
  • IT Financial Management
  • Cost, Value, and Return on Investment
  • Managing Expectations

3. Support Center Processes

  • IT Service Management
  • ITIL Service Support
  • ITIL Service Delivery
  • Knowledge Management

4. Tools and Technology

  • Technology Strategies
  • Determining Technology Needs
  • Managing Vendor Relationships

5. Metrics and Quality Assurance

  • Operational Metrics
  • Performance Reporting
  • Continuous Improvement

6. People Management

  • Sourcing Strategies
  • Workforce Management
  • Team Building

7. Organizational Development

  • Managing Organizational Change
  • Global Awareness and Diversity
  • Service Ethics

8. Marketing the Support Center

  • Promoting Value
  • Successful Marketing

9. Creating a Business Case

  • The Purpose of a Business Case
  • The Anatomy of a Business Case
  • Presenting the Business Case

Who Should Attend

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  • Seasoned technical service and support leaders who are responsible for an organization's overall service delivery and who provide strategic direction, financial accountability, and performance reporting
  • Individuals who are preparing for the HDI Support Center Director certification
Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 3 day

Request this course in a different delivery format.
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