HDI® Support Centre Manager (SCM)

Length 3 days
Price NZD 2250 exc GST
Inclusions Exam voucher

Course overview

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Why study this course

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 organisation 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 organisation while satisfying customer and business needs.

Support Centre 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 organisation, adds value to the business, and delivers on its commitments.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll learn

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

HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

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Who is the course for?

Experienced technical support professionals who must manage all day-to-day functions as well as master critical performance and customer service strategies
Individuals who are preparing for the HDI Support Centre Manager certification

Course subjects

The Support Centre

The Evolution of Support
Support Centre Maturity
Successful Support Centres

Strategy

Strategic Perspective
Business Alignment
SWOT

IT Financial Management

IT Financial Management
Cost, Value, and ROI

Technology and Service Support

Service Centre Infrastructure
Telephony Infrastructure
Support Delivery Methods
Service Management Systems
Selecting Service Desk Technology

Service Level Management

Service Level Management

Metrics and Quality Assurance

Support Metrics
Data Sources
Baselining and Benchmarking
Performance Reporting
Quality Assurance Programs
Measuring Customer Satisfaction
Measuring Employee Satisfaction

Support Centre Processes

Best Practices for Support
IT Service Management
The Service Desk
Service Operations
Service Design
Service Transition
Knowledge Management

Leadership

SCM Responsibilities
Your Role as Leader
Manage Operations Effectively
Emotional Intelligence
Communication
Influence and Motivate
Integrity and Service Ethics
Growth

Workforce Management

Workforce Management
Staffing Models
Scheduling
Sourcing
Recruitment

Training and Retention

Fostering Relationships
Teamwork
Coaching
Peer Mentoring
Training
Rewards, Motivation, Retention
Performance Management
Career Development Planning

Promoting the Support Centre

What is Marketing?
Creating Internal Marketing

Prerequisites

none

THIRD PARTY REGISTRATION

Lumify Work offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires Lumify Work to provide your details to HDAA for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.