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HDI Support Center Director Course Exam
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HDI Support Center Director Course Exam2024-2025
Define Stakeholder
A stakeholder is any person or group that has an interest in the
support organization
-Executives/senior management
-Customers
-Peer management
-Employees
-Partners
-Contractors
-Suppliers
-Team/staff
Explain how to manage stakeholder expectations
Establishing collaborative relationships with other parts of the IT
service organization
Evaluating current levels of performance and soliciting feedback to
understand if needs are being met
Ensuring that the support service offerings are clearly defined in the
service catalog
Communicating service levels based on resources and capability
Using multiple channels to provide information about support
,services
Describing how support center objectives and key performance
indicators (KPIs) support business objectives and KPIs
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Define Operations Management
Operations Management is the management of the tactical activities
that are necessary to ensure day-to-day efficiency and effectiveness
in the support organization
Explain the objective of Operations Management
The objective of Operations Management is to ensure that all
activities necessary to meet established goals are fulfilled
Describe how to integrate people, process, and technology to build
an effective organization
To build an effective organization, integrate people, process and
technology by;
-Assessing processes against people skills, cost, and/or
value/affordability and adjusting accordingly
-Conducting staff skills gap assessments and hiring or training to fill
the gaps
-Emphasizing that technology alone will not solve problems or
improve processes
-Ensuring that processes are well documented
,-Developing and implementing ongoing training and coaching
programs
Implementing Quality Assurance programs
Define a gap analysis
A gap analysis is the comparison of actual performance against past
or potential performance, typically to identify actions needed to
achieve the desired state
Explain the benefits of a gap analysis
-Identifying areas for improvement
-Recognizing the difference between cause and effect
-Establishing better plans of action
-Making more informed recommendations
Explain the differences between strategic and tactical planning
Strategic planning involves long-term planning; whereas, tactical
planning involves day-to-day operations
Define a vision statment
A vision statement is a view of the future state of the organization or
department. It is an "ideal" picture of what the organization wants to
become, as viewed by customers and employees
List the characteristics of a vision statement
Vision statements;
-Are values-based
-Should inspire pride, commitment, and a sense of belonging
-Should stretch capabilities and the self-image of the organization
Identify the purpose and characteristics of a mission statement
, Mission statements:
-Identify the steps/actions necessary to accomplish the vision
-Align organizational role to organizational objectives
-Inspire commitment and typically includes:
Purpose statement - what the organization is trying to achieve
Business statement - business practices to achieve stated purpose
Value statement - principles or beliefs, commitment to quality,
integrity, innovation
Explain the purpose of IT Financial Management
IT Financial Management provides the resources to identify costs
and determine the value of services and service assets, develops
pricing models for IT Services, and develops cost/benefit, return on
investment (ROI) and value on investment (VOI) models
Describe the responsibilities of the support center director in
Financial Management
The responsibilities of the support center director in Financial
Management are to:
-Ensure the support center budget provides adequate funding to
deliver the agreed service levels
-Work with financial management to develop models for the support
center
-Develop pricing
Define business terminology related to the business/enterprise
Depreciation - An allowance made for a loss in value of property
Return on Investment (ROI) - A financial calculation used to
determine the time it will take to recover the cost of an asset
(payback period)
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