$1,695 – $1,995

HDI Support Center Director 3 Days Training in Portland, OR

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Regus - Oregon, Portland - US Bancorp Tower

111 Southwest 5th Avenue

#Suite 3150

Portland, OR 97204

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Refund policy

Refund policy

Refunds up to 7 days before event

Event description
Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.

About this event

Course Description:

Gaining the support of senior Management and effectively communicating the pivotal role of the support center are crucial to any support operation’s success. For these reasons, support center directors must serve as support leaders and strategically align the support center with the organization.

HDI Support Center Director (HDI-SCD) training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

Course Outline:

Unit 1: Executive Leadership

  • The Role of a Leader
  • The Emotionally Intelligent Leader
  • Manage the Support Center as a business
  • Industry Best Practices and Frameworks

Unit 2: Business Planning and Strategy

  • Building the Support Center Strategy
  • Strengths, Weaknesses, Opportunities, and Threats
  • Financial Management
  • Cost, Value, and Return on Investment
  • Service level Management

Unit 3: Support Center Processes

  • IT Service Management
  • The Service Operations Phase
  • The Service Design Phase
  • The Service Transition Phase
  • Total Quality Management
  • Knowledge Management

Unit 4: Tools and Technology

  • Support Center Infrastructure
  • Support Tools and Communication Channels
  • Support Delivery Methods
  • Cloud Services
  • Service Management Systems
  • Vendor Relationships

Unit 5: Metrics and Quality Assurance

  • Operational Metrics
  • Baselining and Benchmarking
  • Performance Reporting
  • Continuous Improvement

Unit 6: People Management

  • Sourcing Strategies
  • Workforce Management
  • Team Building

Unit 7: Organizational Development

  • Managing Organizational Change
  • Global Awareness and Diversity
  • Service Ethics

Unit 8: Marketing the Support Center

  • Promoting the Value of the Support Center
  • Components of a Successful Marketing Program

Unit 9: Creating a Business Case

  • The Purpose of a Business Case
  • The Anatomy of a Business Case
  • Presenting the Business Case

Target Audience:

  • Seasoned technical service and support leaders who are responsible for their organizations' overall service delivery and provide strategic direction, financial accountability, and performance reporting.
  • Individuals who are preparing for the HDI Support Center Director certification exam.

Learning Objectives:

  • Assessment strategies for support center maturity.
  • How to quantify your support center's value 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.
  • Valuable reporting tools: balanced scorecard, morning report, and executive brief.
  • Selecting the right leading and lagging indicators.

Course Agenda:

Day 1

  • Executive Leadership
  • Business Planning and Strategy
  • Support Center Processes

Day 2

  • Tools and Technology
  • Metrics and Quality Assurance
  • People Management

Day 3

  • Organizational Development
  • Marketing the Support Center
  • Creating a Business Case
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Date and time


Regus - Oregon, Portland - US Bancorp Tower

111 Southwest 5th Avenue

#Suite 3150

Portland, OR 97204

View Map

Refund policy

Refunds up to 7 days before event

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Organizer Mangates

Organizer of HDI Support Center Director 3 Days Training in Portland, OR

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Who we are

Mangates is one of the Leading Competency developers, Mangates has developed a proven foundation for building specialized training programs. No matter which Mangates training division you are working with, you can expect the same high-quality training experience and expertise that makes Mangates stand out above the competition.

All of our instructors are recognized experts in their fields with hands-on experience on the topics they teach. We combine proven adult educational training methods with leading-edge industry expertise to provide you an exceptional training experience. Every instructor must meet rigorous standards with the proven background in their given field of expertise. It is the difference that our customers covet and participant appreciates at the completion of the course.

What we do

We deliver training solutions to Corporate, Government Agencies, Public sectors, Multinational organizations and Private Individuals. Our Primary focus is to train in a wide range of areas from IT Technical, Personal Development, Human Resources and Management Courses to Project, Program and IT Service Management.

We have most experienced trainers in the Industry. Our Trainers are highly skilled in their subject areas and are uniquely positioned to provide participants with deep industry experience. They are motivated to transfer knowledge through practical support post and pre-training to provide participants with additional support outside the classroom.





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