2025 Schedule
Pre-02: Support Center Manager
Doug Tedder (Indianapolis, Tedder Consulting LLC)
Date: Monday, November 17
Time: 8:30 am - 5:00 pm
Pass Type: Premium Learning Pass, Training Only Pass - Get your pass now!
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.
What You Will Learn
The characteristics of an effective support center manager
How to create service level agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) 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