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HDI Announces New Certification for SCD

The Support Center Director course is designed to provide managers and directors with the strategic skills necessary to build, maintain and promote the direction of the support center.
Apr 26, 2004
By

ITSM Watch Staff





This course and accompanying certification is truly revolutionary in meeting the business needs of the support center by educating management on key practices such as finance, marketing to the executive level and strategic business development.

The SCD course is designed to provide managers and directors with the strategic skills necessary to build, maintain and promote the direction of the support center. These include:
  • Information Technology Infrastructure Library (ITIL) alignment strategies
  • Financial Management-- cash flow, P&Ls, budget and revenue building strategies
  • Service Level Management - Negotiating skills for Service Level Agreements (SLAs)
  • Tools for evaluating and reporting metrics; KPI (key performance indicators) for goals/measuring development
  • Balanced Scorecard Development
  • Skills necessary for implementing a support center maturity model
  • Strategies for delivering quality service and support
  • Guidelines for maximizing vendor relationships
  • Strategies for staff mentoring, process analysis, sourcing
  • Methodologies for successful Knowledge Management
  • Data analysis strategies -- industry trends and organization performance
  • Creating strategic vision
  • Use of sales and marketing techniques to gain executive and end-user customer) buy-in
  • Leadership management development - policy, process and people
  • Building successful business cases
Read More >>>




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