The Support Center Director course designed for experienced directors and managers who provide strategic leadership for the IT support organization. Participants will learn how to use their knowledge and communication skills to align their department with organizational goals as well as discover techniques to help them market the support center to upper management.

Course Objectives

• Align support strategies with business goals and objectives
• Quantify the value of the support center
• Effectively lead the support organization
• Develop polices and goals that advance your business
• Asses your support center's maturity
• Identify strategies for continuous improvement
• Understand IT Financial Management principles
• Learn techniques for sourcing, motivating, and retaining teams
• Develop strategies for professional development and succession planning
• Utilize methods for selecting technologies and managing vendors
• Understand ITIL processes
• Justify a service imporvement project with a business case
• Leverage tools such as: Balanced Scorecard, Morning Report, Executive Brief, Business Case, Report Distribution Matrix, Succession Plan, Return on Investment Calculator (ROI), and Decision Matrix.

Certification

The certification exam is included with the purchase of this course. Instructors on scheduling the exam are provided upon course completion.

Course outline - Support Center Director

Unit 1: Executive Leadership

Unit 2: Business Planning and Strategy

Unit 3: Support Center Processes

Unit 4: Tools and Technology

Unit 5: Metrics and Quality Assurance

Unit 6: People Management

Unit 7: Organization Development

Unit 8: Marketing the Support Center

Unit 9: Creating a Business Case

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