Skills-Building and Certification Training
Strategically lead the service and support organisation and increase business value
Gaining senior management support and effectively communicating the pivotal role of the support centre is crucial to any support operation’s success. For this reason, the support centre director must serve as a support leader and strategically align the support centre to the organisation
HDI Support Centre Director training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realise greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.
What You Will Learn
| • | Assessment strategies for support centre maturity |
| • | How to quantify your support centre’s value, and maximize Return on Investment (ROI) |
| • | Proven process and decision matrix for selecting technologies and vendors |
| • | The requirements of an effective service catalogue |
| • | 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 |
Who should attend?
— Seasoned technical service and support leaders who are responsible for an organization’s overall service delivery and provide strategic direction, financial accountability and performance reporting
— Individuals who are preparing for the HDI Support Centre Director certification
Certification
The certification exam is included with the purchase of this course. Instructions for scheduling the exam are provided upon course completion.
