HDI Support Center Manager
Course Overview
This course is designed for support center leaders who are responsible for aligning support operations with business objectives while managing day-to-day performance, people, and processes.
HDI Support Center Manager training examines how support center strategy drives service delivery, infrastructure, processes, workforce management, and support center marketing. It helps managers build a support organization that adds measurable value to the business and consistently delivers on its commitments.
What You Will Learn
- Key characteristics of an effective support center manager
- How to define and manage SLAs, OLAs, and SOPs in support of a service catalog
- How to perform basic cost-benefit analysis and understand total cost of ownership and return on investment
- The relationships between IT service management processes
- The differences between strategic, tactical, and operational planning
- Benefits and challenges of self-service technologies
- Approaches for building and managing effective security policies
- Core staffing models and sourcing options, including outsourcing
- Techniques for hiring, training, and managing high-performance teams
- Metrics and KPIs essential for support center performance reporting
Who Should Attend?
- Support center managers and supervisors responsible for day-to-day operations and team performance
- Service and support leaders who need to align the support center with business goals
- Individuals preparing for the HDI Support Center Manager certification exam
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Oct 6, 2025 | Oct 8, 2025 | Virtual |
| Nov 5, 2025 | Nov 7, 2025 | Virtual |
| Dec 3, 2025 | Dec 5, 2025 | Virtual |
Course Curriculum
Unit 1: The Support Center
- The evolution of support
- Support center maturity
- Successful support centers
Unit 2: Strategy
- Strategic perspective
- Business alignment
- SWOT
Unit 3: IT Financial Management
- IT financial management
- Cost, value, and ROI
Unit 4: Technology and Service Support
- Service center infrastructure
- Telephony infrastructure
- Support delivery methods
- Service management systems
- Selecting service desk technology
Unit 5: Service Level Management
- Service level management
Unit 6: Metrics and Quality Assurance
- Support metrics
- Data sources
- Baselining and benchmarking
- Performance reporting
- Quality assurance programs
- Measuring customer satisfaction
- Measuring employee satisfaction
Unit 7: Support Center Processes
- Best practices for support
- IT service management
- The service desk
- Service operations
- Service design
- Service transition
- Knowledge management
Unit 8: Leadership
- SCM responsibilities
- Your role as leader
- Manage operations effectively
- Emotional intelligence
- Communication
- Influence and motivate
- Integrity and growth
- Growth
Unit 9: Workforce Management
- Workforce management
- Staffing models
- Scheduling
- Sourcing
- Recruitment
Unit 10: Training and Retention
- Fostering relationships
- Teamwork
- Coaching
- Peer mentoring
- Training
- Rewards, motivation, retention
- Performance management
- Career development planning
Unit 11: Promoting the Support Center
- What is marketing?
- Creating internal marketing culture
- Marketing opportunities
Certification Exam Details
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the HDI Support Center Manager (HDI-SCM) Certification Standard and is delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Exam Format
- Type: Multiple choice
- Number of Questions: 65
- Time Limit: 75 minutes
- Passing Score: 80% (unless otherwise published)
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
| Category | Weighting % |
|---|---|
| Leadership | 15% |
| Policy and Strategy | 25% |
| People Management | 15% |
| Resources | 15% |
| Process and Procedures | 20% |
| Performance Results | 10% |
Exam Extensions
A 28-day extension is available for an online exam.
Exam Retakes
Exam retakes can be purchased for a fee.