HDI Support Center Director

Days: 3 day
Price: $2895

Course Details

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.

Course Agenda

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