Pre-3: HDI Desktop Support Manager

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Start	Dates	Duration	Certification Exam Included	Price	itSMF/HDI Member Price
Friday	10/26 – 10/28	3 days	Yes	$1,895	$1,795

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything for which the company plans to provide face-to-face or deskside support. The desktop support manager is responsible for executing the operational and tactical plans of deskside support, while satisfying customer and business needs.

Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

Attendees will learn about:

The characteristics of an effective desktop support manager;
Creating a service level agreements (SLAs), operating level agreements (OLAs), and standard operating procedures (SOPs) that support the service catalog;
The steps involved in performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment;
The relationships between IT service management processes;
Desktop support technologies;
Processes for desktop support;
Staffing models;
Tactics for screening, hiring, training, and managing high-performance teams; and
The metrics and key performance indicators (KPIs) essential to desktop support performance reporting.

Who should attend?

This course is designed for experienced technical support professionals who manage the day-to-day functions of a desktop support operation, as well as those seeking to master critical performance and customer service strategies.

Course Outline

Unit 1: Desktop Support

Unit 2: Effectively Managing Desktop Support Services

Desktop Support Manager Roles and Responsibilities
Your Role as a Manager
Your Role as a Leader
Code of Conduct
Effective Communication
Communicating Across Cultures
Conflict Resolution and Negotiations
Building Your Team
Managing Organizational Change

Unit 3: Strategic Management

The Strategic Perspective
Building Your Strategy
Key Elements of Vision and Mission Statements
Support as a Business
IT Financial Management
Quantifying Costs
Metrics, Benchmarks, and KPIs: A Primer

Unit 4: Operations Management

Service Delivery Methods
Telephony Infrastructure
Service Management Systems
Self-Healing Technologies
Selecting Your Technology

Unit 5: Developing Desktop Support Processes

Foundations of Desktop Support Processes
Service Level Management
SLAs, OLAs, SOPs, and UCs

Unit 6: Service Support Processes

Support and Restore
Control and Release
Service Delivery

Unit 7: Metrics and Quality Assurance

Evaluating Desktop Support Processes
Collecting, Analyzing, and Reviewing Data
Quality Assurance Programs
Measuring Customer Satisfaction
Continuous Improvement
Quality Assurance Tools and Methods

Unit 8: Managing Your Team

People Management
Workforce Management
Staffing and Sourcing
Recruitment and Retention
Performance Management
Professional Development
Coaching
Training

Unit 9: Promoting Desktop Support

Benefits of Marketing
Challenges of Marketing
How Desktop Support Plays a Marketing Role

This three-day course includes

Instruction, online certification exam, breakfast, and breaks.
Presented by Rae Ann Bruno
Rae Ann Bruno is an ITIL-certified instructor with more than fifteen years of management experience emphasizing process re-engineering, employee development, and the business alignment of IT services. Formerly the vice president of strategic relations for Previo, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Additionally, Rae Ann has authored many industry articles and white papers. Prior to joining Previo, Rae Ann was the director of IT customer service for Siemens Energy & Automation (SE&A).
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