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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
Public, Onsite Training
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.
Unit 2: Strategy - Strategic Perspective - Business Alignment - SWOT
Unit 3: IT Financial Management - IT Financial Management - Cost, Value, and ROI
Unit 4: Technology & Service Support - Service Center Infrastructure - Telephony Infrastructure - Support Delivery Methods - Service Management Systems - Selecting Service Desk Technology
Unit 5: Service Level Management - Service Level Management
Unit 6: Metrics & Quality Assurance - Support Metrics - Data Sources - Baselining and Benchmarking - Performance Reporting - Quality Assurance Programs - Measuring Customer Satisfaction - Measuring Employee Satisfaction
Unit 8: Leadership - SCM Responsibilities - Your Role as Leader - Manage Operations Effectively - Emotional Intelligence - Communication - Influence & Motivate - Integrity & Service Ethics - Growth
Unit 9: Workforce Management - Workforce Management - Staffing Models - Scheduling - Sourcing - Recruitment
Unit 10: Training & Retention - Fostering Relationships - Teamwork - Coaching - Peer Mentoring - Training - Rewards, Motivation, Retention - Performance Management - Career Development Planning
Unit 11: Promoting the Support Center - What is Marketing? - Creating Internal Marketing Culture - Marketing Opportunities
PLEASE NOTE: The HDI Certification Exam is included in all HDAA's HDI Public & Online Training Course pricing.
Cost: For pricing please to go to our Price Guide and apply appropriate membership level discount or contact HDAA for an On-site Training Quote on T: 1300 130 447.
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For more information, please contact HDAA on T: 1300 130 447. Click here to register for Training & Development Courses.
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