HDI Support Center Manager (HDI-SCM)

HDI Support Center Manager (HDI-SCM) Certification Training Course 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  
This course prepares you for Exam HDI-SCM. Download Course Contents

HDI Support Center Manager (HDI-SCM) Course schedule & Prices

Course Details Schedule
Live Virtual Classroom (Instructor-Led)
Duration : 3 Days (6 Days for 4 Hours/Day)
Fee : 1,000 (Includes Taxes) 
9 AM - 5 PM (Flexible Time Slots for 4 hours option)

Client's Location
As per mutual convenience
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request
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Course Prerequisites
  • No formal pre-requisites for this course.

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