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This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.

  • Saturday, November 17 - Monday, November 19
  • Certification Exam Included
  • $3,149

What You Will Learn

  • Assessment strategies for the support center
  • How to quantify your support center’s value and maximize return on investment (ROI)
  • A twelve-step process and decision matrix for selecting technologies and vendors
  • The requirements of an effective service catalog
  • How to align support strategies with business goals and objectives
  • Knowledge management processes that can save you time and money
  • Strategies for workforce management, coaching, team building, and succession planning
  • How to justify a service improvement project (SIP) with a business case
  • The ins-and-outs of valuable reporting tools: balanced scorecard, morning report, and executive brief
  • How to select the right leading and lagging indicators

Who Should Attend

Seasoned technical service and support leaders who are responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting.

Course Includes

Instruction, and online certification exam.

Unit 1: Executive Leadership Essentials

  • Service and Support Today
  • Self-Assessment
  • Executive Leadership
  • The El Leader
  • Best Practices and Frameworks
  • SWOT Analysis & Action Plan

Unit 2: Business Planning and Strategy

  • Service and Support as a Business
  • Building Strategy
  • Services and SLM
  • Business Alignment
  • Financial Management

Unit 3: Service and Support Processes

  • Best Practices
  • Service Management
  • Service Operations
  • Service Design
  • Service Transition
  • Total Quality Management
  • Knowledge Management

Unit 4: Service and Support Tools

  • Systems Thinking Approach
  • Support Tools/Tech
  • Support Delivery Methods
  • Social Media
  • Vendor Relationship

Unit 5: Performance Management

  • Measuring Success
  • Baselines & Benchmarks
  • Performance Repoting
  • Continuous Improvement

Unit 6: People Development

  • Sourcing Strategies
  • Workforce Management
  • Training and Development
  • Fostering Teamwork

Unit 7: Organizational Change Management

  • Managing Organizational Change
  • Global Awareness & Diversity
  • Service Ethics

Unit 8: Marketing Strategy

  • Promoting Value
  • Successful Marketing

Unit 9: Business Case Development

  • The Purpose of a Business Case
  • The Anatomy of a Business Case
  • Presenting the Business Case