Pre-1: HDI Support Center Director

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Start	Dates	Duration	Certification Exam Included	Price	itSMF/HDI Member Price
Friday	10/26 – 10/28	3 days	Yes	$2,895	$2,795

HDI Support Center Director 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.

Attendees will learn about:

Assessment strategies for the support center;
Techniques for quantifying your support center's value and maximize return on investment;
A twelve-step process and decision matrix for selecting technologies and vendors;
The requirements of an effective service catalog;
Ways 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;
Using a business case to justify a service improvement project;
Valuable reporting tools: balanced scorecards, morning reports, and executive briefs; and
Selecting the right leading and lagging indicators.

Who should attend?

This course is designed for experienced technical support professionals who are responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting, as well as those seeking to master critical performance and customer service strategies.

Course Outline

Unit 1: Executive Leadership

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

Three-Day Course Includes

Instruction, online certification exam, breakfast, and breaks

Presented by Katherine Lord

Katherine is a seasoned ITIL practitioner with significant consulting expertise in the ITIL education and implementation space. As a certified instructor for HDI, and part of their global faculty, she teaches a variety of support center certification courses, KCS, and public, private, and custom ITIL Foundations classes across varied industry verticals. Katherine’s expertise also spans creation and delivery of customized education solutions geared towards attaining sustainability, adoption and alignment with ITIL best practices, and optimal service delivery to the business.

Katherine has more than three years of hands on ITIL consulting expertise, focusing on benchmarking, gap assessments, and road map development for process improvement. Core philosophies underlying all consultative and educational pursuits include: education, awareness, the human touch, and defining and reaching the “look of success.”

Prior to consulting, Katherine spent more than 10 years managing support functions, specifically help desks, service desks and training functions within Canada and the US. She has specialized in turning “help-less desks” into value added entities with an improved business focus, renewed vision, and customer centric fundamentals.