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HDI - ITSM Consulting Company

HDI Support Center Director (HDI-SCD)

Certification

Upon completing our comprehensive training program, your team members will have the opportunity to earn their HDI Support Center Director (HDI-SCD) certification. This esteemed certification verifies their mastery of service management best and common practices essential for strategically aligning the support center with organizational goals.

It demonstrates their ability to gain senior management support for service improvements, promote the value of the support center, and lead operations with strategic vision and operational excellence. Key areas of expertise include workforce planning, service quality management, financial stewardship, leadership development, and driving alignment between support strategies and business objectives.

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Training

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.

What You Will Learn

  • 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

Who Should Attend?

  • 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 Outline

Unit 1: Executive Leadership Essentials

  • Service and Support Today
  • Self-Assessment
  • Executive Leadership
  • The El Leader
  • Best Practices and Frameworks
  • SWOT Analysis & Action Plan

Unit 2: Business Planning and Strategy

  • Service and Support as a Business
  • Building Strategy
  • Services and SLM
  • Business Alignment
  • Financial Management

Unit 3: Service and Support Processes

  • Best Practices
  • Service Management
  • Service Operations
  • Service Design
  • Service Transition
  • Total Quality Management
  • Knowledge Management

Unit 4: Service and Support Tools

  • Systems Thinking Approach
  • Support Tools/Tech
  • Support Delivery Methods
  • Social Media
  • Vendor Relationships

Unit 5: Performance Management

  • Measuring Success
  • Baselines & Benchmarks
  • Performance Repoting
  • Continuous Improvement

Unit 6: People Development

  • Sourcing Strategies
  • Workforce Management
  • Training and Development
  • Fostering Teamwork

Unit 7: Organizational Change Management

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

Unit 8: Marketing Strategy

  • Promoting Value
  • Successful Marketing

Unit 9: Business Case Development

  • The Purpose of a Business Case
  • The Anatomy of a Business Case
  • Presenting the Business Case
HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
ITIL Accredited Training Organization
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