Pre-2: Support Center Manager
Sunday, October 3 - Tuesday, October 5
Price: $1,895 | Member Price: $1,795
The support center’s strategy drives everything the
support center 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
- 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
- Steps to cost-benefit analysis, 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
- 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 your performance reporting
Who Should Attend
- Experienced IT service and technical support
professionals
Three-Day Course Includes
Instruction, online certification exam, breakfast, and breaks
Presented By
Katherine Lord
Katherine Lord is an ITIL V3.0 expert, seasoned ITSML practitioner with significant ITSM consulting expertise focused on benchmarking, gap assessments, road map development and implementation for Service Management.