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Course Outline
Unit 1: Executive Leadership
• Role of the Support Centre Director
• Support Centre Maturity
• Managing as a Business
• Best Practices and Frameworks
Unit 2: Business Planning and Strategy
• Building the Strategy
• Strengths, Weaknesses, Opportunities, and Threats (SWOT)
• IT Financial Management Cost, Value and Return on Investment (ROI)
• Managing Expectations
Unit 3: Support Centre Processes
• IT Service Management
• ITIL Service Support
• ITIL Service Delivery
• Knowledge Management
Unit 4: Tools and Technology
• Technology Strategies
• Determining Technology Needs
• Managing Vendor Relationships
Unit 5: Metrics and Quality Assurance
• Operational Metrics
• Performance Reporting
• Continuous Improvement
Unit 6: People Management
• Sourcing Strategies
• Workforce Management
• Team Building
Unit 7: Organisational Development
• Managing Organisational Change
• Global Awareness & Diversity
• Service Ethics
Unit 8: Marketing the Support Centre
• Promoting Value
• Successful Marketing
Unit 9: Creating a Business Case
• The Purpose of a Business Case
• The Anatomy of a Business Case
• Presenting the Business Case
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