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HDI Support Center Manager

  • Tuition USD $1,995
  • Reviews star_rate star_rate star_rate star_rate star_half 4841 Ratings
  • Course Code 2539
  • Duration 3 days
  • Available Formats Classroom

The support center manager is responsible for executing the operational and tactical plans of the support organization while satisfying customer and business needs.

In HDI Support Center Manager, you will explore how the support center's strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Support Center Manager (HDI-SCM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Skills Gained

  • 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
  • Steps to cost-benefit analysis, total cost of ownership, and calculating 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 your performance reporting

Who Can Benefit

  • Experienced technical support professionals who must manage all day-to-day functions and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Support Center Manager certification

Course Details

1. The Support Center

  • Past, Present, and Future
  • Successful Support Centers

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

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

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

5. Developing Support Center Processes

  • Foundations of Support Center Processes
  • Service Level Management
  • SLAs, OLAs, SOPs, and UCs

6. Service Support Processes

  • Support and Restore
  • Control and Release
  • Service Delivery

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

8. Managing the Support Center Team

  • People Management
  • Workforce Management
  • Staffing
  • Sourcing
  • Recruitment
  • Retention
  • Performance Management
  • Professional Development
  • Coaching
  • Training

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

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

What does vendor-authorized training mean?

As a vendor-authorized training partner, we offer a curriculum that our partners have vetted. We use the same course materials and facilitate the same labs as our vendor-delivered training. These courses are considered the gold standard and, as such, are priced accordingly.

Is the training too basic, or will you go deep into technology?

It depends on your requirements, your role in your company, and your depth of knowledge. The good news about many of our learning paths, you can start from the fundamentals to highly specialized training.

How up-to-date are your courses and support materials?

We continuously work with our vendors to evaluate and refresh course material to reflect the latest training courses and best practices.

Are your instructors seasoned trainers who have deep knowledge of the training topic?

ExitCertified instructors have an average of 27 years of practical IT experience. They have also served as consultants for an average of 15 years. To stay up to date, instructors will at least spend 25 percent of their time learning new emerging technologies and courses.

Do you provide hands-on training and exercises in an actual lab environment?

Lab access is dependent on the vendor and the type of training you sign up for. However, many of our top vendors will provide lab access to students to test and practice. The course description will specify lab access.

Will you customize the training for our company’s specific needs and goals?

We will work with you to identify training needs and areas of growth.  We offer a variety of training methods, such as private group training, on-site of your choice, and virtually. We provide courses and certifications that are aligned with your business goals.

How do I get started with certification?

Getting started on a certification pathway depends on your goals and the vendor you choose to get certified in. Many vendors offer entry-level IT certification to advanced IT certification that can boost your career. To get access to certification vouchers and discounts, please contact Edu_customerexperience@techdata.com

Will I get access to content after I complete a course?

You will get access to the PDF of course books and guides, but access to the recording and slides will depend on the vendor and type of training you receive.

Great class I learned a great deal from the material. There would seem to a large amount that I need to learn about.

Provided good amount of material and a great instructor to teach the material.

vary good online learning. instructor is vary good the way he explained every thing.

Thank Tech Data for sponsoring this course you really take care of your partners.

Fantastic and great training. Tons of hands-on labs to really make you understand the material being thought.

0 options available

There are currently no scheduled dates for this course. If you are interested in this course, request a course date with the links above. We can also contact you when the course is scheduled in your area.

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