Note: Pre-conference workshops require advance registration.
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.