RADAR Solutions Group Inc. - Support Center Manager

Course Overview

Gaining C-level management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. For this reason, the support center manager must act as a support leader, and strategically align the support center to the organization. HDI’s Support Center Manager (SCM) course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization. Additionally, this course provides participants with a raised awareness and understanding of the Information Technology Infrastructure Library® (ITIL) best practice framework and its application. In this three-day course, support center managers will be presented with a renewed vision for leading their support organization by learning to:

Build a support center strategy aligned with organizational needs
Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
Calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)
Use ITIL best practices to meet ongoing business challenges
Select the appropriate tools and technology to maximize service delivery
Implement training and retention programs and maintain high performance teams through mentoring
Use key performance indicators (KPI’s) and measure support performance
Manage customer perceptions and build strong internal relationships
Promote and market the value of the support center across the organization

Course Curriculum

Introduction

Section 1: Getting Started
Section 2: About HDI
Section 3: Maximizing Your Learning Experience

Unit 1: Support Center Overview

Section 1: The Evolution of the Support Center
Section 2: HDI Support Center Maturity Model
Section 3: Best Practices
Conclusion

Unit 2: Business Planning & Strategy

Section 1: Cost, Value and Return on Investment
Section 2: Managing Support as a Business
Section 3: Quantifying Total Value
Section 4: Strategic Perspective
Seciton 5: Managing Stakeholder Expectations
Section 6: Operations Management
Conclusion

Unit 3: Technologes and Service Delivery Methods

Section 1: Support Center Infrastructure
Section 2: Service Delivery Methods
Section 3: Telephony Systems
Section 4: Service Management Systems
Conclusion

Unit 4: ITIL and IT Service Management

Section 1: IT Service Management
Section 2: Service Desk
Section 3: Incident Management
Section 4: Problem Management
Section 5: IT Configuration & Asset Management
Section 6: Change Management
Section 7: Release Management
Conclusion

Unit 5: Support Center Processes

Section 1: Service Level Management
Section 2: IT Service Continuity Management
Section 3: Security Management
Section 4: Knowledge Management
Conclusion

Unit 6: Staffing and Recruitment

Section 1: Workforce Management
Section 2: Sourcing
Section 3: Recruitment
Conclusion

Unit 7: Training and Retention

Section 1: Retention
Section 2: Teamwork
Section 3: Performance Management
Section 4: Training
Section 5: Professional Development
Conclusion

Unit 8: Support Center Leadership

Section 1: Effective Leadership
Section 2: Management Funcitons
Section 3: Global Awareness
Section 4: Organizational Change management
Conclusion

Unit 9: Maximizing Effectiveness

Section 1: Communication Skills
Section 2: Conflict Management
Section 3: Time Management
Section 4: Stress Management
Conclusion

Unit 10: Quality Assurance

Section 1: Quality Assurance
Section 2: Metrics
Section 3: Benchmarking
Section 4: Measuring Customer Satisfaction
Conclusion

Unit 11: Marketing the Support Center

Section 1: Promoting the Support Center
Section 2: Managing Expectations
Conclusion

Conclusion

Appendices

Appendix A: SCM Standards
Appendix B: Practice Exam
Appendix C: Manager’s Toolkit
Appendix D: Preparing for the Exam
Appendix E: Glossary of Terms
Appendix F: Bibliography

Who Should Attend

Support center managers and supervisors who manage both the strategic and tactical aspects of their organizations, and those seeking HDI Support Center Manager certification.

Prerequisites

Support center managers and supervisors who manage both the strategic and tactical aspects of their organizations, and those seeking HDI Support Center Manager certification.

On-site: A three-day course conducted at your company’s site.
Call 1-888-737-2327 for pricing.

Classroom: Interactive three-day course among peers.

Certification
Students will be eligible to schedule their on-line certification exam after completion of this course.

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Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.

For more information call our office at 1-888-737-2327.

Course Overview

Prerequisites

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