Pre-1: HDI Support Center Director
Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Sunday |
4/22-24 |
3 days |
Yes |
$2,895 |
$2,795 |
This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants 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.
What You Will Learn
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Assessment strategies for the support center
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How to quantify your support center’s value and maximize return on investment (ROI)
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A twelve-step process and decision matrix for selecting technologies and vendors
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The requirements of an effective service catalog
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How to align support strategies with business goals and objectives
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Knowledge management processes that can save you time and money
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Strategies for workforce management, coaching, team building, and succession planning
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How to justify a service improvement project (SIP) with a business case
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The ins-and-outs of valuable reporting tools: balanced scorecard, morning report, and executive brief
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How to select the right leading and lagging indicators
Who Should Attend
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.
Course Outline
Unit 1: Executive Leadership
Role of the Support Center Director
Support Center Maturity
Managing as a Business
Best Practices and Frameworks
Unit 2: Business Planning and Strategy
Building the Strategy
Strengths, Weaknesses, Opportunities, and Threats
IT Financial Management
Cost, Value, and Return on Investment
Managing Expectations
Unit 3: Support Center Processes
IT Service Management
ITIL Service Support
ITIL Service Delivery
Knowledge Management
Unit 4: Tools and Technology
Technology Strategies
Determining Technology Needs
Managing Vendor Relationships |
Unit 5: Metrics and Quality Assurance
Operational Metrics
Performance Reporting
Continuous Improvement
Unit 6: People Management
Sourcing Strategies
Workforce Management
Team Building
Unit 7: Organizational Development
Managing Organizational Change
Global Awareness and Diversity
Service Ethics
Unit 8: Marketing the Support Center
Promoting Value
Successful Marketing
Unit 9: Creating a Business Case
The Purpose of a Business Case
The Anatomy of a Business Case
Presenting the Business Case |
Three-Day Course Includes
Instruction, online certification exam, breakfast, lunch, and breaks
Presented by John Custy
John Custy has more than twenty-five years of experience designing, developing, and implementing IT service management solutions, both as a practitioner and as a consultant. He has helped many organizations develop their service strategies and translate these strategies into functional business plans, resulting in improved IT and service management practices. John is a well-known speaker on service management and is an active contributor to service management programs.
John received his BS from the University of Massachusetts Lowell and his MS in innovation and technology from Boston University. He is a member of the HDI Faculty and an ITIL-certified Practitioner and Service Manager, holding ITIL Expert, Lifecycle, and Capability certifications. In addition, John has been recognized by itSMF as a Distinguished Professional in Service Management (DPSM) and is a board member at The priSM Institute.
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