HDI Support Center Director 3 Days Training in Irvine, CA

301 Spectrum Center Drive,Irvine CA 92618

17 May, 2021

Description

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction. Course Description: Gaining the support of senior Management and effectively communicating the pivotal role of the support center are crucial to any support operation’s success. For these reasons, support center directors must serve as support leaders and strategically align the support center with the organization. HDI Support Center Director (HDI-SCD) training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions. Course Outline: Unit 1: Executive Leadership The Role of a LeaderThe Emotionally Intelligent LeaderManage the Support Center as a businessIndustry Best Practices and FrameworksUnit 2: Business Planning and Strategy Building the Support Center StrategyStrengths, Weaknesses, Opportunities, and ThreatsFinancial ManagementCost, Value, and Return on InvestmentService level ManagementUnit 3: Support Center Processes IT Service ManagementThe Service Operations PhaseThe Service Design PhaseThe Service Transition PhaseTotal Quality ManagementKnowledge ManagementUnit 4: Tools and Technology Support Center InfrastructureSupport Tools and Communication ChannelsSupport Delivery MethodsCloud ServicesService Management SystemsVendor RelationshipsUnit 5: Metrics and Quality Assurance Operational MetricsBaselining and BenchmarkingPerformance ReportingContinuous ImprovementUnit 6: People Management Sourcing StrategiesWorkforce ManagementTeam BuildingUnit 7: Organizational Development Managing Organizational ChangeGlobal Awareness and DiversityService EthicsUnit 8: Marketing the Support Center Promoting the Value of the Support CenterComponents of a Successful Marketing ProgramUnit 9: Creating a Business Case The Purpose of a Business CaseThe Anatomy of a Business CasePresenting the Business CaseTarget Audience: Seasoned technical service and support leaders who are responsible for their organizations' overall service delivery and provide strategic direction, financial accountability, and performance reporting.Individuals who are preparing for the HDI Support Center Director certification exam.Learning Objectives: Assessment strategies for support center maturity.How to quantify your support center's value and maximize return on investment.Twelve-step Process and decision matrix for selecting technologies and vendors.The Requirements of an effective service catalog.How to align support strategies with business Goals and Objectives.Knowledge Management Processes that can save you time and money.Strategies for workforce Management, coaching, team building, and succession planning.How to justify a service improvement project with a business case.Valuable reporting tools: balanced scorecard, morning report, and executive brief.Selecting the right leading and lagging indicators.Course Agenda: Day 1 Executive LeadershipBusiness Planning and StrategySupport Center ProcessesDay 2 Tools and TechnologyMetrics and Quality AssurancePeople ManagementDay 3 Organizational DevelopmentMarketing the Support CenterCreating a Business Case