Schedule
Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.
Pre-1: HDI Support Center Director
Randy Celaya (HDI Business Associate and President/Founder, The Coaching Bridge)
Location: St. Croix 1
Date: Monday, November 13
Time: 8:30 am - 3:45 pm
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Pre-Conference Training/Certification Course Pass - Get your pass now!
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.
If you're a seasoned technical service and support leader who's responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting, this workshop is for you!
What You'll Learn
- 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
- 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 and how to select the right leading and lagging indicators
Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass bundle.