| Moving IT Support From Cost to Profit 3-day class Register online and get a free book!  |
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Overview
This course is designed for CIOs, COOs, CFOs and support center directors, managers and supervisors concerned with reducing the cost of IT support and restructuring and re-positioning the support center as a profit center.
This three-day course will provide the skills necessary to analyze the existing IT support environment from an entrepreneurial viewpoint; determine whether the center is currently aligned with overall corporate goals; identify weakness or disconnects; and determine strategies for cost reduction and process improvement. IT support has historically been positioned as a cost center. The goal of this course is to establish a profit-oriented view of the support center, and to provide foundational tools for the measurement of real value as the support function relates to and supports larger corporate goals.
By understanding the current view of support, and how that view can be modified through the application of an entrepreneurial approach, along with simple metrics and process changes, the support center can function with a profit center orientation.
Attendees will participate in an interactive analysis, evaluation and discussion as to how to improve a hypothetical support center to move it toward a profit orientation.
What You’ll Learn:
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How to think like an entrepreneur
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How to know whether the support center and corporate goals are synchronized, and what to do if they aren’t
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How to evaluate the true value of the support function
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How to evaluate the effectiveness of existing technologies
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How to know if your technology infrastructure is adequate for the future
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How to choose and retain high quality management staff
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What metrics really mean, and how to use them at an executive level
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How to champion get your IT initiatives funded
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Managing and phasing improvement initiatives
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Controlling the international element
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How to provide leadership through facilitation
Special bonuses for on-line registration!
Register from this web site and receive a complimentary help desk book from the Resource Center*. To learn more about these books, click on the open book icons to the left of each title. Choose from:
Knowledge Management
How to Survive
Call Volume Spikes
Managing Unresolved Service Requests
Managing the Implementation of New Support Systems
Marketing the Help Desk to Senior Managers and Customers
How
to Select and Use Outsource Services for the Help Desk
Ergonomics: How to Make Your Workstation Work For You
Creating Business
Plans for Dummies
* Normal shipping and handling fees apply
Class Schedule
| Aug 18-20* | Seattle | Location to be Announced |
| Sept 22-24* | San Francisco | Hilton Fisherman's
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| Oct 20-22* | Boston | Location to be Announced |
| Nov 17-19* | Phoenix | Location to be Announced |
| Dec 15-17* | San Diego | Location to be Announced |
Class begins at 8:30 AM and ends at 5:00 PM both days. You should arrive at 8:00 a.m. the first day to sign-in and meet fellow attendees.
Dress is business casual. Keep in mind that meeting rooms can be chilly.
* Maximize your learning experience. Register for two help desk training classes in the same week for four full days of training! Moving IT Support From Cost to Profit is presented the same week as:
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Registration Fees
The per student registration fee for this seminar is $1,095, and includes the seminar, course materials, refreshments, and continental breakfast.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change.
Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Bargain Books (50% off!)
Email the Librarian
Ways to Order
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