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Pre-1: HDI Support Center Director

John Custy  (Consultant, JPC Group)

Date: Saturday, November 6

Time: 8:30am - 5:00pm

Pass Type: 3-day Training + Standard Conference, 3-day Training Only - Get your pass now!

Track: 3-Day Preconference Training

Session Type: Training

Vault Recording: TBD

This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.

You'll learn about:

  • Assessment strategies for the support center
  • How to quantify your support center’s value and maximize return on investment (ROI)
  • A 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 (SIP) with a business case
  • The ins-and-outs of valuable reporting tools: balanced scorecard, morning report, and executive brief
  • How to select the right leading and lagging indicators