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Pre-2: HDI Support Center Manager

Deb Monroe  (President/CEO, Ignite Achievements Int'l Inc.)

Date: Monday, November 8

Time: 8:30am - 3:30pm

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

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.

You'll learn about:

  • The characteristics of an effective support center manager
  • How to create service level agreements, operational level agreements, and standard operating procedures to support the service catalog
  • Steps to 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
  • The metrics and key performance indicators (KPIs) essential to performance reporting