Pre-01: HDI Support Center Director

Sunday, March 30 at 9:00 AM
NOTE: Pre-conference workshops require advance registration.
This workshop focuses on the development and execution of strategic plans that will take your organization to the next level. Participants will discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.
This curriculum is recommended for seasoned technical service and support leaders who are responsible for an organization’s overall service delivery and provide strategic direction, financial accountability, and performance reporting.
Attendees will learn about:
  • Assessment strategies for the support center
  • Techniques for quantifying the support center’s value and maximizing return on investment (ROI)
  • A twelve-step process and decision matrix for selecting technologies and vendors
  • The requirements of an effective service catalog
  • Ways to align support strategies with the business’s goals and objectives
The workshop fee includes three days of instruction, the online certification exam, breakfast, lunch, and breaks.

Who should attend?

This course is designed for experienced technical support professionals who are responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting, as well as those seeking to master critical performance and customer service strategies.



Katherine Lord

Principal Consultant
Quint Wellington Redwood

Katherine Lord is a seasoned ITSM consultant and practitioner with considerable expertise in IT strategy, service management, knowledge management, and change management. She has a proven track record of humanizing service management and bringing relevant, adaptive approaches to her consultative pursuits. Katherine is an accredited instructor for various ITIL and HDI courses and holds many industry certifications. She has been a consultant for the past eleven years; before that, Katherine spent ten years managing service desks, IT operations, and field services.

Register Today!