PRE-4: HDI DESKTOP SUPPORT MANAGER

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything for which the company plans to provide face-to-face or deskside support. The desktop support manager is responsible for executing the operational and tactical plans of deskside support, while satisfying customer and business needs.

Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

What You Will Learn

  • Characteristics of an effective desktop support manager
  • How to create service level agreements, operating level agreements, and standard operating procedures to support the service catalog
  • Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
  • The relationships between IT service management processes
  • Desktop support technologies
  • Processes for desktop support
  • Staffing models
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators (KPIs) essential to desktop support performance reporting

Who Should Attend

Experienced technical support professionals who manage the day-to-day functions of a desktop support operation, as well as those seeking to master critical performance and customer service strategies.

Course Outline

Unit 1: Desktop Support

  • The Evolution of Support
  • Support Center Maturity
  • Successful Desktop Support

Unit 2: Strategy

  • Strategic Perspective
  • Business Alignment
  • SWOT

Unit 3: IT Financial Management

  • IT Financial Management
  • Cost, Value, and ROI

Unit 4: Technology and Service Support

  • Service Desk Infrastructure
  • Telephony Infrastructure
  • Desktop Support Delivery Methods
  • Service Management Systems
  • Selecting Service Desk Technology

Unit 5: Service Level Management

Unit 6: Metrics and Quality Assurance

  • Desktop Support Metrics
  • Data Sources
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction

Unit 7: Desktop Support Processes

  • Best Practices for Support
  • IT Service Management
  • The Service Desk
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management

Unit 8: Leadership

  • Your Responsibilities as a DSM
  • Your Role as a Leader
  • Manage Operations Effectively
  • Emotional Intelligence
  • Communication
  • Influence and Motivate
  • Integrity and Service Ethics
  • Growth

Unit 9: Workforce Management

  • Workforce Management
  • Staffing Models
  • Scheduling
  • Sourcing
  • Recruitment

Unit 10: Training and Retention

  • Fostering Relationships
  • Teamwork
  • Coaching
  • Peer Mentoring
  • Training
  • Rewards, Motivation, and Retention
  • Performance Management
  • Career Development Planning

Unit 11: Promoting Desktop Support

  • What is Marketing?
  • Creating Internal Marketing Culture
  • Marketing Opportunities

Three-Day Course Includes

Instruction, online certification exam, breakfast, lunch, and breaks

Presented by Rae Ann Bruno

 

Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Support (KCS), Communications, Internal Marketing, Metrics and ITIL Process Improvement. She has been training ITIL internationally for many years. She also has experience with ITIL implementation through consulting efforts as well as real world experience when she was an IT Practitioner. With the executive IT team, she facilitated the implementation of ITIL processes during her tenure as the Director of IT Customer Service for Siemens Energy & Automation (SE&A). She built an IT training and documentation department, re-engineered the Service Desk, and implemented Incident Management, Problem Management and Service Level Management across the IT organization. She is certified at the ITIL v3 Foundations level and holds several and intermediate ITIL certifications. Rae Ann is a Faculty Trainer for HDI and a regular speaker at Industry conferences in the U.S. and internationally. She is the author of the HDI focus books, Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. Rae Ann is also a member of the HDI International Standards Committee and on the HDI team that delivers support center audits and assessments.