DU&T Consulting

Cognicert UK www.cognicert.com

This course offers support managers the opportunity to develop and refine their technology support leadership skills. The support manager training course provides students with the skills necessary to effectively manage the challenges of the most complex support centers.

The 3 day course is uniquely created to provide training on the fundamentals of management relative to the support environment, and to enhance the inherent skills and knowledge of the support manager. This course focuses specifically on the most common management elements that occur in the technical support center including, managing customer satisfaction and complaints, operations and team performance management, and facilitating a team while managing a dynamic service product. The course will utilize the recommendations from ISO 10002 and the requirement of ISO 20000 IT Service Management System to demonstrate the practical steps to management IT Support Services

Course Content

  • Plan Service Management Objective
  • Plan Service Management Scope
  • Plan Service Management risks
  • Plan of funds and budgets
  • Allocate roles and responsibilities
  • Plan service management processes and controls
  • Develop Service Management plan
  • Planning and Implementing New or Changed Services Objective
  • Budgeting and Accounting for IT Services
  • Implement Service Management and Provide the Services Objective
  • Implement the service management plan to manage and deliver the services
  • Allocation of funds and budgets
  • Allocation of roles and responsibilities
  • Documenting and maintaining policies, plans, procedures, and definitions for each process or set of processes
  • Management of risks to the service
  • Managing teams, e.g., recruiting and developing appropriate staff and managing staff continuity
  • Managing facilities and budget
  • Implementing New or Changed Services Objective
  • Service Delivery Process
  • Service Continuity and Availability Management
  • Budgeting and Accounting controls for IT Services
  • Capacity Management process
  • Produce and maintain a capacity plan
  • Implement the requirements of the information security policy
  • Manage risks associated with access to the service or systems
  • Document the security controls
  • Business Relationship Management
  • Supplier Management
  • Incident Management
  • Problem Management  and Root Course Management
  • Configuration Management
  • Change Management process
  • Release Management Process
  • Reporting progress against the plans, and  Coordination of service management processes
  • Monitoring, Measuring, and Reviewing Objective
  • methods for monitoring and measurement of the service management processes
  • Conduct management reviews
  • Plan an audit program and implement audit program
  • Continual Improvement
  • Taking corrective and preventive action

For Whom: Service Help Desk Executives and Managers, IT Support Manager and Executives.


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DU&T Consulting