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-2: HDI Support Center Manager
Doug Tedder (HDI Business Associate and Principal Consultant, Tedder Consulting LLC)
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
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.
If you're an experienced technical support professional who manages the day-to-day functions of a support operation, and if you're seeking to master critical performance and customer service strategies, this workshop is for you!
What You'll Learn
- The characteristics of an effective support center manager
- The relationships between IT service management processes
- The difference between and the importance of strategic, tactical, and operational planning
- Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
- Processes for building and managing effective policies
- 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
Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass bundle.