Pre-2: HDI Support Center Manager
Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Sunday |
4/22-24 |
3 days |
Yes |
$1,895 |
$1,795 |
A support center’s strategy drives everything it does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Learn how to 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
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The characteristics of an effective support center manager
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How to create service level agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) to support the service catalog
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Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
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The relationships between IT service management processes
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The difference between and the importance of strategic, tactical, and operational planning
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The benefits and challenges of self-service technologies
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Processes for building and managing effective security policies
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Staffing models
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The value of outsourcing
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Tactics for screening, hiring, training, and managing high-performance teams
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The metrics and key performance indicators (KPIs) essential to performance reporting
Who Should Attend
Experienced technical support professionals who manage the day-to-day functions of a support operation, as well as those seeking to master critical performance and customer service strategies.
Course Outline
Unit 1: The Support Center
Past, Present, and Future
Successful Support Centers
Unit 2: 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
Unit 3: 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
Unit 4: 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
Unit 5: Developing Support Center Processes
Foundations of Support Center Processes
Service Level Management
SLAs, OLAs, SOPs, and UCs |
Unit 6: Service Support Processes
Support and Restore
Control and Release
Service Delivery
Unit 7: 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
Unit 8: Managing the Support Center Team
People Management
Workforce Management
Staffing
Sourcing
Recruitment
Retention
Performance Management
Professional Development
Coaching
Training
Unit 9: 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
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Three-Day Course Includes
Instruction, online certification exam, breakfast, and breaks
Presented by Katherine Lord
Katherine is a seasoned ITIL practitioner with significant consulting expertise in the ITIL education and implementation space. As a certified instructor for HDI, and part of their global faculty, she teaches a variety of support center certification courses, KCS, and public, private, and custom ITIL Foundations classes across varied industry verticals. Katherine’s expertise also spans creation and delivery of customized education solutions geared towards attaining sustainability, adoption and alignment with ITIL best practices, and optimal service delivery to the business.
Katherine has more than three years of hands on ITIL consulting expertise, focusing on benchmarking, gap assessments, and road map development for process improvement. Core philosophies underlying all consultative and educational pursuits include: education, awareness, the human touch, and defining and reaching the “look of success.”
Prior to consulting, Katherine spent more than 10 years managing support functions, specifically help desks, service desks and training functions within Canada and the US. She has specialized in turning “help-less desks” into value added entities with an improved business focus, renewed vision, and customer centric fundamentals.
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