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WS190517:Business Excellence for Technical support centers
WS170517: How healthy is your agile team? - Recorded Session
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Kamlesh Kothari
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Upcoming Webinars

WS190517:Business Excellence for Technical support centers

Date: 19 May 2017
Time: 4:00 PM IST
Duration: 75 Minutes
Price: Free
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Overview

  • What next after ITIL?
  • HDI Site certification is adopted by the top IT Application support teams and Service desks.
  • It uses the MBNQA and EFQM Business Excellence framework for assessing the maturity of the processes
  • Many organizations in India are taking this as a next step after attaining ITIL process maturities
  • Global recognition of the teams has resulted in more business for the teams
  • We look in this session at the HDI Offerings and in particular the HDI Support center certification standard and the process followed in the assessments
  • Also we review case studies for organizations who have taken this journey successfully
  • Framework of Quality assurance for the new era

Benefits

The webinar will help the participants:

  • Understand the HDI SCC Assessment framework
  • Journey for HDI SCC CERTIFICTION
  • Benefits organization have got from this journey

Webinar Outline

The webinar would cover the following main areas:

  • HDI Standards
  • Certification journey
  • Benefits
  • Building skills of the support desk and escalation teams

Audience

This webinar would be useful for:

  • Support center Directors
  • Personnel who are ITIL certified
  • Support center Managers
  • Problem Management and escalation team members
  • Program Managers
  • Anyone wanting to add value to the client and leverage IT Support to gain business

Pre-requisites:

  • NIL

Suggested Pre-Readings:

NIL
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