Pre-2: HDI Support Center Manager

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A support center’s strategy drives everything it does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Learn how to 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 support center manager;
• Creating service level agreements (SLAs), operational 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;
• The difference between and the importance of strategic, tactical, and operational planning;
• The benefits and challenges of self-service technologies;
• Processes for building and managing effective security policies;
• Staffing models;
• The value of outsourcing;
• Tactics for screening, hiring, training, and managing high-performance teams; and 
• The metrics and key performance indicators (KPIs) essential to performance reporting.

Who should attend?

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

Course Outline

This three-day course includes

Instruction, online certification exam, breakfast, and breaks.

Presented By John Custy

John Custy has more than twenty-five years of experience designing, developing, and implementing IT service management solutions, both as a practitioner and as a consultant. He has helped many organizations develop their service strategies and translate these strategies into functional business plans, resulting in improved IT and service management practices. John is a well-known speaker on service management and is an active contributor to service management programs.

John received his BS from the University of Massachusetts Lowell and his MS in innovation and technology from Boston University. He is a member of the HDI Faculty and an ITIL-certified Practitioner and Service Manager, holding ITIL Expert, Lifecycle, and Capability certifications. In addition, John has been recognized by itSMF as a Distinguished Professional in Service Management (DPSM) and is a board member at The priSM Institute.