HDI Support Center Director (HDI-SCD)

About this Course

Gaining the support of senior management and effectively communicating the pivotal role of the support center are crucial to any support operation’s success. For these reasons, support center directors must serve as support leaders and strategically align the support center with the organization.

HDI Support Center Director (HDI-SCD) training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

Audience Profile

• Seasoned technical service and support leaders who are responsible for their organizations’ overall service delivery and provide strategic direction, financial accountability, and performance reporting
• Individuals who are preparing for the HDI Support Center Director certification exam

Course Content

During this course, students will discuss:

• Assessment strategies for the support center
• How to quantify your support center’s value and maximize return on investment
• Twelve step process and decision matrix for selecting technologies and vendors
• The requirements of an effective service catalog
• How to align support strategies with business goals and objectives
• Knowledge management processes that can save you time and money
• Strategies for workforce management, coaching, team building, and succession planning
• How to justify a service improvement project with a business case
• Valuable reporting tools: balanced scorecard, morning report, and executive brief
• Selecting the right leading and lagging indicators

Course Outline

Unit 1: Executive Leadership

• The Role of the Support Center Director
• Support Center Maturity
• Managing as a Business
• Best Practices and Frameworks

Unit 2: Business Planning and Strategy

• Building the Strategy
• Strengths, Weaknesses, Opportunities, and Threats
• IT Financial Management
• Cost, Value, and Return on Investment
• Managing Expectations

Unit 3: Support Center Processes

• IT Service Management
• ITIL® Service Support
• ITIL Service Delivery
• Knowledge Management

Unit 4: Tools and Technology

• Technology Strategies
• Determining Technology Needs
• Managing Vendor Relationships

Unit 5: Metrics and Quality Assurance

• Operational Metrics
• Performance Reporting
• Continuous Improvement

Unit 6: People Management

• Sourcing Strategies
• Workforce Management
• Team Building

Unit 7: Organizational Development

• Managing Organizational Change
• Global Awareness and Diversity
• Service Ethics

Unit 8: Marketing the Support Center

• Promoting Value
• Successful Marketing

Unit 9: Creating a Business Case

• The Purpose of a Business Case
• The Anatomy of a Business Case
• Presenting the Business Case