Overview:

The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.

In HDI Support Center Manager, you will explore how the support center's strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Support Center Manager (HDI-SCM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities

Objectives:

  • Characteristics of an effective support center manager
  • How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
  • Steps to cost-benefit analysis, 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
  • Benefits and challenges of self-service technologies
  • Processes for building and managing effective security policies
  • Staffing models
  • The value of outsourcing
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators essential to your performance reporting

Content:

  • The Support Center
  • Effectively Managing Your Support Center
  • Support Center Strategic Management
  • Support Center Operations Management
  • Developing Support Center Processes
  • service Support Processes
  • Metrics and Quality Assurance
  • Managing the Support Center Team
  • Marketing the Support Center

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

See all Global Knowledge Egypt courses

Contact information not available.

Courses you can instantly connect with...
Making Powerful Presentations Career Development Organization Soft Skills Native Egyptians Training & Consulting Services Creativity and Innovation Kovay

Is this the right course for you?

Rate our content

Didn't find what you were looking for ?

or