HDI Support Center Manager
HDI Support Center Manager training explores how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing.
Objectives
- Characteristics of an effective support center manager
- How to create Service Level Agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) in support of a service catalog
- Steps to cost-benefit analysis, total cost of ownership, and calculating Return On Investment (ROI)
- The relationships between IT service management processes
- The difference between and the importance of strategic, tactical, and operational planning
Support Center Mangers and Supervisors
Support Center Overview
- The evolution of the support center
- The HDI support center maturity model
- Best practices
The Support Center
- Past, Present, and Future
- Successful Support Centers
Effectively Managing Your Support Center
- Support Center Manager Roles and Responsibilities
- Your Role as a Manager
- Your Role as a Support Center Leader
- Code of Conduct and the Support Center
- Effective Communication for a Manager
- Communicating Across Cultures
- Conflict Resolution and Negotiations
- Managing Stress
- Managing Time
- Building Your Team
- Managing Organizational Change
Support Center Strategic Management
- The Strategic Perspective
- Building Your Support Center Strategy
- Key Elements of Vision and Mission Statements
- The Support Center as a Business
- IT Financial Management
- Quantifying Costs
- Metrics, Benchmarks, and KPIs– A Primer
Support Center Operations Management
- How is Support Center Infrastructure Determined?
- Service Delivery Methods
- Telephony Infrastructure
- Service Management Systems
- Self-Healing Technologies
- Selecting Your Support Center’s Technology
Developing Support Center Processes
- Foundations of Support Center Processes
- Service Level Management
- SLAs, OLAs, SOPs, and UCs
Service Support Processes
- Support and Restore
- Control and Release
- Service Delivery
Metrics and Quality Assurance
- Evaluating Support Center Processes
- Collecting, Analyzing, and Reviewing Data
- Quality Assurance Programs
- Measuring Customer Satisfaction
- Continuous Improvement
- Quality Assurance Tools and Methods
Managing the Support Center Team
- People Management
- Workforce Management
- Staffing
- Sourcing
- Recruitment
- Retention
- Performance Management
- Professional Development
- Coaching
- Training
Marketing the Support Center
- Why Market the Support Center?
- Benefits of Marketing the Support Center
- Challenges of Marketing the Support Center
- How to Market the Support Center
- Marketing Opportunities
