Balanced Scorecard: Help Desk Institute Offers Support Center Director Certification
First SCD Course to be Held September 13-16, 2004 in Chicago, Ill.
ORLANDO, Fla., April 19 /PRNewswire/ -- Help Desk Institute (HDI), the world's largest membership association for service and support professionals and the premier certification body for the industry, announced today it is offering a new certification course: Support Center Director (SCD). The announcement was made at HDI 2004, the association's annual conference held April 17 - 21, 2004, in Orlando, Fla. This course is designed for experienced support center managers, directors and other management positions directly responsible for providing strategic leadership to the support organization.
"HDI is excited to announce the director's level certification to the support industry," said Judy Benda, HDI's executive director, training and certification. "The development of the director's course and certification has come as a response to the increasing demands placed on support center management, and the evolution of support centers as they become increasingly strategic. This course and accompanying certification is truly revolutionary in meeting the business needs of the support center by educating management on key practices such as finance, marketing to the executive level and strategic business development."
The SCD course is designed to provide managers and directors with the strategic skills necessary to build, maintain and promote the direction of the support center. These include:
* Tools for evaluating and reporting metrics; KPI (key performance indicators) for goals/measuring development
* Skills necessary for implementing a support center maturity model
* Strategies for delivering quality service and support
* Guidelines for maximizing vendor relationships
* Finance 101 -- cash flow, P&Ls, budget and revenue building strategies
* Negotiating skills for Service Level Agreements (SLAs)
* Strategies for staff mentoring, process analysis, sourcing
* Methodologies for successful Knowledge Management
* Information Technology Infrastructure Library (ITIL) alignment strategies
* Balanced Scorecard Development
* Data analysis strategies -- industry trends and organization performance
* Creating strategic vision
* Use of sales and marketing techniques to gain executive and end-user (customer) buy-in
* Leadership management development - policy, process and people
* Building successful business cases
About HDI SCD Certification Course: The HDI SCD course will present the necessary framework for providing exemplary executive-level direction for the support center. The course will be offered in two sections: SCD 101 and SCD 102, with two days for each section. HDI suggests interested people take SCD 101 and SCD 102 as a four four-day course; however, each section may be taken separately and in non-sequential order. The price for this course is $2,295 non-member/$2,195 HDI members if taken as an entire unit, or $1395 non-member/$1295 HDI members per section, if sections are taken separately.
After completing the course, students may take the SCD Certification exam, which is offered online; access to the test will be provided upon completion of the course. The cost for the test is included in the price of the training.
For more information about the SCD Course and Certification, visit http://www.thinkhdi.com/certification/individualCertification/. For media and analyst registration, contact Jennifer McClure of A.M.P. Communications at (510) 868-8152 x200, or email email@example.com.
About Help Desk Institute (HDI): Help Desk Institute (HDI) is the world's largest membership association for service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for customer service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide, (including 90% of the Fortune 500), and more than 50 active U.S. chapters. For more information, visit http://www.thinkhdi.com.
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