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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.
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HDI Support Center Manager (SCM)

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Training Course Duration:  3 days 

Public, Onsite Training

Prerequisites:   None 
Certification:  HDI 
Certification Exam Information 
Register for a Public Course
Enquire about Onsite Training


Training Course Overview

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 training 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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Training Course Outline:

Unit 1:
The Support Center

  Unit 7:
Support Center Processes

- The Evolution of Support
- Support Center Maturity
- Successful Support Centers

Unit 2:

- Strategic Perspective
- Business Alignment

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

  - Best Practices for Support
- I T Service Management 
- The Service Desk
- Service Operations
- Service Design
- Service Transition Knowledge Management

Unit 8:

- 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

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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 Training Course pricing.

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.


- View our Training Calendar.

- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

About HDI

Cancellation & Transfer Policy

For more information, please contact HDAA on T: 1300 130 447

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