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HDI Support Center Manager

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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.


  • 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
Get 10% discount on a group of 4 or more nominations! (Discount will be applied during checkout)
Only applicable for selected batches and courses.

HDI Support Center Manager

Rs. 35,000.00

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