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: