HDI Support Center Director
HDI Support Center Director training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.
Objectives
- Assessment strategies for the support center
- How to quantify your support center’s value and maximize Return On Investment (ROI)
- Proven process and decision matrix for selecting technologies and vendors
- The requirements of an effective service catalog
- How to align support strategies with business goals and objectives
IT Support Organization Leaders
Executive Leadership
- Role of the Support Center Director
- Support Center Maturity
- Managing as a Business
- Best Practices and Frameworks
Business Planning and Strategy
- Building the Strategy
- Strengths, Weaknesses, Opportunities, and Threats
- IT Financial Management
- Cost, Value and Return on Investment
- Managing Expectations
Support Center Processes
- IT Service Management
- ITIL Service Support
- ITIL Service Delivery
- Knowledge Management
Tools and Technology
- Technology Strategies
- Determining Technology Needs
- Managing Vendor Relationships
Metrics and Quality Assurance
- Operational Metrics
- Performance Reporting
- Continuous Improvement
People Management
- Sourcing Strategies
- Workforce Management
- Team Building
Organizational Development
- Managing Organizational Change
- Global Awareness and Diversity
- Service Ethics
Marketing the Support Center
- Promoting Value
- Successful Marketing
Creating a Business Case
- The Purpose of a Business Case
- The Anatomy of a Business Case
- Presenting the Business Case
