HDI Support Center Manager

HDI Support Center Manager

Price:

Course Features

  • Location: Newark Campus
  • Language: English
  • Lesson: 0
  • Viewers: 854
  • Prerequisites: No
  • Skill Level:
  • Course Capacity: 50
  • Start Course: 09/01/2017

Descriptions

This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business. Course intended for experienced technical support professionals who must manage all day-to-day functions as well as master critical performance, and customer service strategies and/or individuals who are preparing for the HDI Support Center Manager certification exam.

 

Course Participants will learn:

 

  • 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
  • The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and 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 performance reporting