TOPICS

Course Outline
1. Desktop Support
2. Effectively Managing Desktop Support Services  Desktop Support Manager Roles and Responsibilities  Your Role as a Manager
Your Role as a Leader  Code of Conduct  Effective Communication  Communicating Across Cultures  Conflict Resolution and  Negotiations  Building Your Team  Managing Organizational Change
3. Strategic Management  The Strategic Perspective  Building Your Strategy  Key Elements of Vision and Mission Statements  Support as a Business  IT Financial Management  Quantifying Costs  Metrics, Benchmarks, and KPIs – A Primer
4. Operations Management  Service Delivery Methods  Telephony Infrastructure  Service Management Systems  Self-Healing Technologies  Selecting Your Technology
5. Developing Desktop Support Processes   Foundations of Desktop Support Processes  Service Level Management  SLAs, OLAs, SOPs, and UCs
6. Service Support Processes  Support and Restore  Control and Release  Service Delivery
7. Metrics and Quality Assurance  Evaluating Desktop Support Processes  Collecting, Analyzing, and Reviewing Data  Quality Assurance Programs  Measuring Customer Satisfaction Continuous Improvement  Quality Assurance Tools and Methods
8. Managing Your Team  People Management  Workforce Management  Staffing and Sourcing  Recruitment and Retention  Performance Management  Professional Development  Coaching
Training
9. Promoting Desktop Support  Benefits of Marketing  Challenges of Marketing
How Desktop Support Plays a Marketing Role