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Mastering IT Support Delivery: Operational Manager

About the Course

Course Duration:  3 days
Exam Fees Included

Price: £1280

This 3-day training course provides skills and practices in the operational management of an IT support workgroup; thus is for any manager in charge of a group involved in the chain of receipt and resolution of user or systems support enquiries. It impacts the heads of all technical workgroups in Production ICT either in an ITSM or ECSM context. That includes Service Desk, Helpdesk, Desktop Support, Communications, Network and Infrastructure, Business Applications, Operations and DevOps, and may also include Development, where they are used in a support context.

Heads of all and any IT technical workgroup where IT support resolutions are part of the typical workload, especially where that work comprises interaction with end users and corporate authorities, including but not limited to Service Desk, Development, Desktop support, Network or Communications specialists, applications support specialists

Entry Requirements

Candidates must be able to demonstrate numeracy to adult skill level International PIAAC & IALS Level 4, England NQF & Wales CQFW Level 2, Scotland SCQF Level 5.

The Exam

• In classroom invigilated by tutor
• 40 multiple choice questions over maximum of 80 minutes
• Pass mark 28/40 (70%)
• Results within 2 weeks; examiner’s decision is final
• In case of failure, 2 maximum examination retakes; thereafter, examination opportunities require entire course retake

Course Objectives

The syllabus comprises three main subject areas:

 

·        Workgroup leadership, consisting of orchestration of department resources and representation of the workgroup to the business, both as service provider and for dovetailing with shadow IT and vendor-provided escalation routes

·        Man-management, including staff development, setting and monitoring production and productivity expectations, governing workload variety, skills redundancy, scheduling non-reactive work, motivation and job satisfaction

·        Informed decision-making, including key performance indicators, critical success factors and other statistical analyses to get beyond service levels into throughput parameters; and to match service delivery with customer satisfaction

·        Successful candidates should be able to demonstrate knowledge and understanding of principles and techniques in the following areas:

 

·        Lead the department from the front, to represent it according to your vision for its position, role and standing to its host organisation, clients and users.

·        Anticipate demand and orchestrate resources both within and outside the immediate workgroup to meet that demand in accordance with true need and affordability.

·        Orchestrate manpower and other resources to ensure the workgroup’s entire workload is appropriately staffed so that nothing gets missed and all priorities are met, for both reactive and project work

·        Identify, measure, monitor and act upon key performance indicators and use statistical functions against these to inform management decisions in correcting and improving service, not just after-the-fact (Management Information) but also in real time (Decision Support); use these to regulate and improve workload throughput as a vital contribution to eventual achieved service-levels.

·        Use a seven-stage skillset management programme to commoditise technical knowledge so that it can be imparted at the appropriate level; use this to eradicate Single Points of Failure, remove bottlenecks, increase skills redundancy, increase departmental service versatility, and replace management technical responsibilities to increase management involvement and quality.

·        Implement a range of strategies, practices and cultural norms to help support staff get the best out of their jobs, so their customers get the best out of the support service.

Syllabus – Key points

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