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

 


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

Schedule & Prices
Course Details Schedule
Live Virtual Classroom (Instructor-Led)
Duration : 3 Days (6 Days for 4 Hours/Day)
Fee : USD 900 (Includes Taxes) 



July
8 Hours/Day
12-14
13-15
20-22
12-18
13-20
20-27
August
8 Hours/Day
03-05
09-11
10-12
17-19
03-10
09-15
10-17
17-24
September
8 Hours/Day
07-09
13-15
14-16
21-23
07-14
13-19
14-21
21-28
October
8 Hours/Day
05-07
05-12
Fly-Me-a-Trainer
Duration : 3 Days
Fee : On Request
Client's Location
As per mutual convenience
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : 3 Days
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
 
 
 
 

FAQ's


No, the published fee includes all applicable taxes.