HDI Support Center Director

HDI Support Center Director 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.

Objectives

  • Assessment strategies for the support center
  • How to quantify your support center’s value and maximize Return On Investment (ROI)
  • Proven 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

IT Support Organization Leaders

Executive Leadership

  • Role of the Support Center Director
  • Support Center Maturity
  • Managing as a Business
  • Best Practices and Frameworks

Business Planning and Strategy

  • Building the Strategy
  • Strengths, Weaknesses, Opportunities, and Threats
  • IT Financial Management
  • Cost, Value and Return on Investment
  • Managing Expectations

Support Center Processes

  • IT Service Management
  • ITIL Service Support
  • ITIL Service Delivery
  • Knowledge Management

Tools and Technology

  • Technology Strategies
  • Determining Technology Needs
  • Managing Vendor Relationships

Metrics and Quality Assurance

  • Operational Metrics
  • Performance Reporting
  • Continuous Improvement

People Management

  • Sourcing Strategies
  • Workforce Management
  • Team Building

Organizational Development

  • Managing Organizational Change
  • Global Awareness and Diversity
  • Service Ethics

Marketing the Support Center

  • Promoting Value
  • Successful Marketing

Creating a Business Case

  • The Purpose of a Business Case
  • The Anatomy of a Business Case
  • Presenting the Business Case