HDI Support Center Manager (HDI-SCM)

Overview

HDI Support Center Manager (HDI-SCM) certification course guarantees that the support center manager possesses the knowledge of best and common practices essential to successfully manage the operational and tactical components of a support organization while strategically aligning with the requirements of the business.
 
This training explores how the support center's strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center promoting.
 
Audience:
 
  • Experienced Technical Support Professionals
  • Professionals who are preparing for the HDI Support Center Manager Certification exam

 

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Schedule & Prices
Course Details Schedule
Classroom Training*
Duration : 3 Days
Fee : Dubai : $ 2,100 India : $ 1,400
March
02-04 (Delhi)
08-10 (Dubai)
09-11 (Bangalore)
16-18 (Chennai)
April
13-15 (Bangalore)
20-22 (Chennai)
May
18-20 (Chennai)
July
06-08 (Delhi)
12-14 (dubai)
13-15 (Bangalore)
20-22 (Chennai)
Instructor-Led Online Training
Duration : 3 Days
Fee : $ 1,400 (1-on-1)†
March
02-04
08-10
09-11
16-18
April
13-15
20-22
May
18-20
July
06-08
12-14
13-15
20-22
Fly-Me-a-Trainer
Duration : 3 Days
Fee : On Request 		Client's Location
As per mutual convenience

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Unit 1: The Support Center
  • The Evolution of Support
  • Support Center Maturity
  • Successful Support Centers
 
Unit 2: Strategy
  • Strategic Perspective
  • Business Alignment
  • SWOT
 
Unit 3: IT Financial Management
  • IT Financial Management
  • Cost, Value, and ROI
 
Unit 4: Technology and 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 and Quality Assurance
  • Support Metrics
  • Data Sources
  • Baselining and Benchmarking
  • Performance Reporting
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Measuring Employee Satisfaction
 
Unit 7: Support Center Processes
  • Best Practices for Support
  • IT Service Management 
  • The Service Desk
  • Service Operations
  • Service Design
  • Service Transition
  • Knowledge Management
 
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
 
 
 
 
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