Date	Duration	Fees	Certification	Literature
All year	3 days	Course: 1.490,00 €	SCM	The course is in Slovenian and courseware is in English.
Number of participants is limited to 16. Special Discount for HDI-EE Members.
TERMIN

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. For this reason, the support center manager must act as a support leader, and strategically align the support center to the organization.

HDI's Support Center Manager 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 ITIL® best practice framework and its application.

Course Objectives

• 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 (KPIs) to mesure support performance
• Manage customer perceptions and build strong internal relationships
• Promote and market the value of the support center across the organization

 

Who Should Attend

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

Certification

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

Course outline - Support Center Manager

Unit 1: Support Center Overview

Unit 2: Business Planning & Strategy

Unit 3: Technologies and Service Delivery Methods

Unit 4: ITIL and IT Service Management

Unit 5: Support Center Processes

Unit 6: Staffing and Recruitment

Unit 7: Training and Retention

Unit 8: Support Center Leadership

Unit 9: Maximizing Effectiveness

Unit 10: Quality Assurance

Unit 11: Marketing the Support Center

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