Visa, MasterCard, Discover, American Express
Will Call is located at the Ticketmaster Box Office on the North Side of the Arena located between Gates 3 & 4. Valid ID required to pick up Will Call Tickets
Miami HEAT & Arena Event Sales Information: • Miami HEAT Season Tickets & Partial Plans (786) 777 HOOP • Miami HEAT Group Tickets (786) 777 DUNK • Miami HEAT Premium Seats (Courtside/Flagship/Suites/Loges) (786) 777 4320 • Arena Event Suite Sales (786) 777 1000 • Group Ticket & Fundraising Opportunities for Arena Family Shows (786) 777 4FUN (4386)
Kaseya Center will only be open on event days. Arena Box Office Information (786) 777-1250
This is an accessible venue.
Visa, MasterCard, American Express, Cash, Discover
Please pick up tickets 1 hour prior to show. Customers must present photo ID, actual credit card used to purchase tickets and confirmation number.
(617) 259-3400 Skip the service fees. Buy tickets at the box office!
Monday through Friday 10AM to 5PM (non performance weeks) Open 2 hours prior to matinee on weekends and closes ½ hr after curtain. Open 10am until ½ hr after curtain on weekdays.
Accessible seating is sold on Ticketmaster. Sight impaired seating and hearing impaired seating, is handled through the box office only for these events.
Course Description:Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop 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.
Course Topics:
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 : Support Delivery Methods and Technology
● Service Desk Infrastructure
● Telephony Infrastructure
● Desktop Support Delivery Methods
● Service Management Systems
● Selecting Service Desk Technology
Unit 5 : Service Level Management
● 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 Desktop Support Manager
● Your Role as Leader
● Manage Operations Effectively
● Emotional Intelligence
● Communication
● Influence & Motivate
● Integrity & 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, Retention
● Performance Management
● Career Development Planning
Unit 11 : Promoting Desktop Support
● What is Marketing?
● Creating Internal Marketing Culture
● Marketing Opportunities
Learning Goals:
● Characteristics of an effective desktop support manager
● How to create and deliver on service level agreements and operating level agreements
● How to align desktop support services with business strategy, Objectives, and Processes
● The importance of the relationships among IT service Management Processes
● Tactics for screening, hiring, training, and leading high-performance teams
● How to create an internal marketing culture to promote your desktop support services
● The metrics and key performance indicators essential to desktop support performance reporting
Course Agenda:
Day 1
● Desktop Support
● Strategy
● IT Financial Management
● Support Delivery Methods and Technology
Day 2
● Service level Management
● Metrics and Quality Assurance
● Desktop Support Processes
● Leadership
Day 3
● Workforce Management
● Training and Retention
● Promoting Desktop Support
Who can Attend? Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as master critical performance and customer service strategies. Individuals who are preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam.
Cash, American Express, Mastercard, & Visa.
Will Call is located at the Box Office.
Box Office Telephone: 323-468-1770
The Pantages Box Office opens daily at 10am. NO ONE UNDER THE AGE OF 5 ADMITTED
There is no elevator in the Pantages Theatre. Disabled seating is reserved for the exclusive use of the disabled patron and their companion. The purchase or use of disabled seating locations by non-disabled individuals is strictly prohibited and may result in ejection and/or forfeiture of the ticket price.
For MS Project training to be effective it needs to be integrated, applied, and enjoyable. By guiding participants through the construction and use of both sample and actual projects (from your workplace), we have found our training to be both productive, and well received. Other courses may show you how to find the product features – our course teaches you how to use the features to produce meaningful results.
Who should take this MS Project Best Practices 102 course?
This course is for anyone who intends to be involved in planning and/or controlling projects using Microsoft Project. (We have courses available for all versions of Microsoft Project.)
Where is this MS Project training offered?
The Microsoft Project Best Practices 102 course is offered on an open-enrollment basis at our Project Management Education Center in Bellevue/Seattle, WA, (which also serves Kirkland, Redmond, Renton, Everett, Federal Way, and Tacoma), as well as at our Project Management Education Center in Tucson, AZ (which also serves the Greater Phoenix area, Oro Valley, and Sierra Vista / Fort Huachuca), and other select locations such as Grand Cayman. We also provide it on an on-site basis anywhere in the world, and online using live instructors.
MS Project 102 Course Objectives
By the end of this MS Project training course you will be able to:
Create work, material, and cost resources
Create resource calendars
Assign work, material, and cost resources
Understand effort-drive scheduling
Utilize task types and understand their impact on schedule calculations
Create task calendars
Assign fixed costs to tasks
Set up recurring tasks
Analyze over-allocated resources
Perform resource leveling – both automatic and manual
Utilize advanced reporting features
Microsoft Project Course Details
Length: 8 hours.
Style: This interactive course is built around “Step by Step Microsoft Project” by Carl Chatfield, PMP. The text is accompanied by PowerPoint presentations – participants build projects based on sample data, as well as developing and experimenting with their own project data.
Texts: Participants receive a course participant’s manual, course textbook, and sample files.
Format: Live online, interactive.
Prerequisites: Microsoft Project Best Practices 101
Microsoft Project Course Content (Best Practices 102)
Setting up work resources
Creating resource calendars
Assigning work resources
Work calculations
Task types and their affect on schedules
Effort-driven scheduling and smart tags
Creating and assigning cost resources
Task calendars
Fixed costs
Recurring tasks
Material resources
Over-allocated resources and resource leveling
Advanced reporting
Creating a lookup table
(Read more… http://consulting.ky/courses/microsoft-project-best-practices-102/)
Bellevue Project Management courses: http://consulting.ky/project-management-training/bellevue-project-management-courses/
Online Project Management courses: http://consulting.ky/project-management-training/online-project-management-courses/