HDI Support Center Manager 3 Days Virtual Live Training in Rome
- Rome Italy
- Start: Jul 19 2022 00:00
- Finish: Dec 01 2024 00:00
- Time zone: Europe/Rome
Course Topics:
● Introduction
● Unit 1: The Support Center
● Unit 2: Strategy
● Unit 3: IT Financial Management
● Unit 4: Technology and Service Support
● Unit 5: Service Level Management
● Unit 6: Metrics and Quality Assurance
● Unit 7: Support Processes
● Unit 8: Leadership
● Unit 9: Workforce Management
● Unit 10: Training and Retention
● Unit 11: Promoting the Support CenterLearning Goals:
● Characteristics of an effective support center manager.
● How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog.
● The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and return on investment.
● The relationships between IT service Management Processes.
● The difference between and the importance of strategic, tactical, and operational planning.
● Benefits and challenges of self-service technologies.
● Processes for building and managing effective security Policies.
● Staffing models.
● The value of outsourcing.
● Tactics for screening, hiring, training, and managing high-performance teams.
● The metrics and key performance indicators essential to performance reporting.
Course Agenda:
Day 1
● Introduction
● The Support Center
● Strategy
● IT Financial Management
Day 2
● Technology and Service Support
● Service Level Management
● Metrics and Quality Assurance
● Support Processes
Day 3
● Leadership
● Workforce Management
● Training and Retention
● Promoting the Support Center
Who Can Attend?Experienced technical support professionals who must manage all day-to-day functions as well as master critical performance, and customer service strategies. Individuals who are preparing for the HDI Support Center Manager certification exam.
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