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