TOPICS

Course Outline
  1. Executive Leadership
Role of the Support Center Director
Support Center Maturity
Managing as a Business
Best Practices and Frameworks
  2. Business Planning and Strategy
Building the Strategy
Strengths, Weaknesses, Opportunities, and Threats
IT Financial Management
Cost, Value, and Return on Investment
Managing Expectations
  3. Support Center Processes
IT Service Management
ITIL Service Support
ITIL Service Delivery
Knowledge Management
  4. Tools and Technology
Technology Strategies
Determining Technology Needs
Managing Vendor Relationships
  5. Metrics and Quality Assurance
Operational Metrics
Performance Reporting
Continuous Improvement
  6. People Management
Sourcing Strategies
Workforce Management
Team Building
  7. Organizational Development
Managing Organizational Change
Global Awareness and Diversity
Service Ethics
 8. Marketing the Support Center
Promoting Value
Successful Marketing
 9. Creating a Business Case
The Purpose of a Business Case
The Anatomy of a Business Case
Presenting the Business Case.