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
