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 of organisations
 support both
internal and external

Source - HDI Report

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

HDI® Support Center Manager (SCM)

Date: 21-23 Oct 2019, 9:00 am-5:00 pm
Venue: Hotel George Williams, Brisbane CBD
Availability: Public , Onsite
Certification: HDI
Certification Exam Information

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HDAA Birthday Sale - 20% off all public training seats   
(only applies to new bookings made during September and October 2019)

  20% Off DISCOUNTED PRICE Regular Price
Platinum Members $1441.44 $1801.80
Gold Members $1524.60 $1905.75
Silver Members $1570.80 $1963.50
Bronze Members $1626.24 $2032.80
Virtual Members $1663.20 $2079.00
Individual Members $1570.80 $1963.50
Non-Members $1848.00 $2310.00



This certification verifies that the support centre manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

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

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

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This course focuses on:

  • Characteristics of an effective support centre manager;
  • How to create service level agreements, operational level agreements & standard operating procedures in support of a service catalogue;
  • Steps to cost-benefit analysis, total cost of ownership & calculating return on investment;
  • The relationships between IT service management processes;
  • The difference between & the importance of strategic, tactical & operational planning;
  • Benefits & challenges of self-service technologies;
  • Processes for building & managing effective security policies;
  • Staffing models;
  • The value of outsourcing;
  • Tactics for screening, hiring, training & managing high performance teams; &
  • The metrics & key performance indicators essential to your performance reporting.

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Course Outline:

Unit 1:
The Support Center 
  Unit 6:
Service Support Processes 
- Past, Present & Future
- Successful Support Centers
  - Support & Restore
- Control & Release
- Service Delivery
Unit 2:
Effectively Managing Your Support Center
  Unit 7:
Metrics & Quality Assurance
- Support Center Manager Roles & Responsibilities
- Your Role as a Manager
- Your Role as a Support Center Leader
- Code of Conduct & the Support Center
- Effective Communication for a Manager
- Communicating Across Cultures
- Conflict Resolution & Negotiations
- Managing Stress
- Managing Time
- Building your Team
- Managing Organizational Change
  - Evaluating Support Center Processes
- Collecting, Analysing & Reviewing Data
- Quality Assurance Programs
- Measuring Customer Satisfaction
- Continuous Improvement
- Quality Assurance Tools & Methods
Unit 3:
Support Center Strategic Management
  Unit 8:
Managing the Support Center Team
- The Strategic Perspective
- Building your Support Center Strategy
- Key Elements of Vision & Mission Statements
- The Support Center as a Business
- IT Financial Management
- Quantifying Costs
- Metrics, Benchmarks & KPIs - A Primer
  - People Management
- Workforce Management
- Staffing
- Sourcing
- Recruitment
- Retention
- Performance Management
- Professional Development
- Coaching
- Training
Unit 4:
Support Center Operations Management
  Unit 9:
Marketing the Support Center
- How is Support Center Infrastructure Determined?
- Service Delivery Methods
- Telephony Infrastructure
- Service Management Systems
- Self-Healing Techniques
- Selecting your Support Center's Technology
  - 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
Unit 5:
Developing Support Center Processes
- Foundations of Support Center Processes
- Service Level Management
- SLAs. OLAs, SOPs & UCs

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Who Should Attend:

  • Support Center & Service Desk Team Leaders;
  • Support Center Managers;
  • Service Desk Managers;
  • IT Operations Managers; &
  • IT Technical support professionals involved in the management of staff.

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Further Details:

The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing.

Return to our Training Calendar.

About HDI.

Cancellation & Transfer Policy.

For an On-site quote, please contact HDAA on T: 1800 684 278.


Public:(Non Member) $1848.00 (inc GST)
This course is not currently available online