Technical support centers want to transition from being a cost center to becoming a profit center and contribute value to the clients business. HDI provides a Business Excellence framework for assessing the current business processes of the Support centers. First defined in 2000, the HDI Support Center Standard was designed to conform to international quality standards. The model for the Standard is based on the European Foundation for Quality Management framework with modifications to meet the quality requirements of support centers. The Standard is analogous to ISO9000 in that it requires quality processes and procedures that are documented, followed, and consistently produce expected results. The certification program recognizes support organizations for performance excellence based on the Standard like the Malcolm Baldrige National Quality Award.

In this webinar we understand this framework and the various individual skill assessment certifications available from HDI

HDI is the world’s largest IT service and technical support membership association and the
industry’s premier certification and training body. Guided by an international panel of industry
experts and practitioners, HDI is the leading resource for help desk/support center emerging
trends and best practices. HDI provides members with a vast repository of resources, networking
opportunities, and the largest industry event, the HDI Annual Conference & Expo. Headquartered
in Colorado Springs, CO, HDI offers training in multiple languages and countries.

Benefits
The webinar will help the participants:

•  To Understand the HDI Business Excellence framework
• Identify the stages of maturity for a support desk
• Discover ways in which we can value add to the business
• Move from being a reactive center to a business focused one

Webinar Outline
The webinar would cover the following main areas:

• Overview on HDI standards
• Framework for assessing organizational excellence
• Various individual certifications available from HDI
• Characteristics of support centers
• Ways in which we can value add to the business

Audience
This webinar would be useful for:

• Technical support center Managers
• Technical support center Directors
• Technical support desk Team leaders
• Business development managers

Pre-requisites:

• nil

Suggested Pre-Readings:

• nil