Pre-1: Support Center Director
Sunday, October 3 - Tuesday, October 5
Price: $2,895 | Member Price: $2,795
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, and identify the processes and procedures
are necessary for success and manage customer
perceptions.
What You Will Learn
- Assessment strategies for support center maturity
mapping
- How to quantify your support center’s value,
calculate and maximize return on investment
- Twelve step process and decision matrix for
selecting technologies and vendors
- The requirements of an effective service catalog
- 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 with a
business case
- SMART methods for determining which quantitative
and qualitative metrics are utilized
- Valuable reporting tools: balanced scorecard,
morning report, and executive brief
Who Should Attend
- Seasoned IT service and technical support leaders
Three-Day Course Includes
Instruction, online certification exam, breakfast, lunch, and breaks
Presented By
John Custy
John Custy has more than 20 years of experience in designing, developing, and implementing IT services management solutions, both as a practitioner and as a consultant. He has assisted many organizations in developing their service strategies and translating these strategies into functional business plans, resulting in improved IT services management practices. John is an ITIL-certified service manager, ITIL Expert and is a Distinguished Professional in Service Management.