HDI Support Center Manager (HDI-SCM) Certification

HDI Support Center Manager (HDI-SCM) training explores how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.
This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

KEY FEATURES

  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Authorized Coureware
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included

Description

WHOM IS IT APPLICABLE
  • Experienced technical support professionals who must manage all day-to-day functions as well as master critical performance, and customer service strategies
WHAT YOU WILL LEARN
  • Characteristics of an effective support center manager
  • How to create service level agreements, operational level agreements, and standard operating procedures in support of a service catalog
  • The steps involved in performing a cost-benefit analysis and calculating total cost of ownership and return on investment
  • The relationships between IT service management processes
  • The difference between and the importance of strategic, tactical, and operational planning
  • 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 essential to performance reporting
MODULE OVERVIEW

Module 1: The Support Center
Module 2: Strategy
Module 3: IT Financial Management
Module 4: Technology and Service Support
Module 5: Service Level Management
Module 6: Metrics and Quality Assurance
Module 7: Support Center Processes
Module 8: Leadership
Module 9: Workforce Management
Module 10: Training and Retention
Module 11: Marketing

PREREQUISITES

There are no formal prerequisites required for this certification

EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online (HDI Learning Center)
Questions: 65 multiple choice questions
Passing Score: 80%
Duration: 75 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

Check Schedule


Fill this form below and our executive will get in touch with you shortly

Share with your friends