HDI Support Center Director - Unit 2 Study
Guide
Define Stakeholder - ANS-A stakeholder is any person or group that has an interest in the
support organization
-Executives/senior management
-Customers
-Peer management
-Employees
-Partners
-Contractors
-Suppliers
-Team/staff
Explain how to manage stakeholder expectations - ANS-Establishing collaborative relationships
with other parts of the IT service organization
Evaluating current levels of performance and soliciting feedback to understand if needs are
being met
Ensuring that the support service offerings are clearly defined in the service catalog
Communicating service levels based on resources and capability
Using multiple channels to provide information about support services
Describing how support center objectives and key performance indicators (KPIs) support
business objectives and KPIs
Define Operations Management - ANS-Operations Management is the management of the
tactical activities that are necessary to ensure day-to-day efficiency and effectiveness in the
support organization
Explain the objective of Operations Management - ANS-The objective of Operations
Management is to ensure that all activities necessary to meet established goals are fulfilled
Describe how to integrate people, process, and technology to build an effective organization -
ANS-To build an effective organization, integrate people, process and technology by;
, -Assessing processes against people skills, cost, and/or value/affordability and adjusting
accordingly
-Conducting staff skills gap assessments and hiring or training to fill the gaps
-Emphasizing that technology alone will not solve problems or improve processes
-Ensuring that processes are well documented
-Developing and implementing ongoing training and coaching programs
Implementing Quality Assurance programs
Define a gap analysis - ANS-A gap analysis is the comparison of actual performance against
past or potential performance, typically to identify actions needed to achieve the desired state
Explain the benefits of a gap analysis - ANS--Identifying areas for improvement
-Recognizing the difference between cause and effect
-Establishing better plans of action
-Making more informed recommendations
Explain the differences between strategic and tactical planning - ANS-Strategic planning
involves long-term planning; whereas, tactical planning involves day-to-day operations
Define a vision statment - ANS-A vision statement is a view of the future state of the
organization or department. It is an "ideal" picture of what the organization wants to become, as
viewed by customers and employees
List the characteristics of a vision statement - ANS-Vision statements;
-Are values-based
-Should inspire pride, commitment, and a sense of belonging
-Should stretch capabilities and the self-image of the organization
Identify the purpose and characteristics of a mission statement - ANS-Mission statements:
-Identify the steps/actions necessary to accomplish the vision
-Align organizational role to organizational objectives
-Inspire commitment and typically includes:
Purpose statement - what the organization is trying to achieve
Business statement - business practices to achieve stated purpose
Value statement - principles or beliefs, commitment to quality, integrity, innovation
Explain the purpose of Financial Management - ANS-Financial Management provides the
resources to identify costs and determine the value of services and service assets, develops
Guide
Define Stakeholder - ANS-A stakeholder is any person or group that has an interest in the
support organization
-Executives/senior management
-Customers
-Peer management
-Employees
-Partners
-Contractors
-Suppliers
-Team/staff
Explain how to manage stakeholder expectations - ANS-Establishing collaborative relationships
with other parts of the IT service organization
Evaluating current levels of performance and soliciting feedback to understand if needs are
being met
Ensuring that the support service offerings are clearly defined in the service catalog
Communicating service levels based on resources and capability
Using multiple channels to provide information about support services
Describing how support center objectives and key performance indicators (KPIs) support
business objectives and KPIs
Define Operations Management - ANS-Operations Management is the management of the
tactical activities that are necessary to ensure day-to-day efficiency and effectiveness in the
support organization
Explain the objective of Operations Management - ANS-The objective of Operations
Management is to ensure that all activities necessary to meet established goals are fulfilled
Describe how to integrate people, process, and technology to build an effective organization -
ANS-To build an effective organization, integrate people, process and technology by;
, -Assessing processes against people skills, cost, and/or value/affordability and adjusting
accordingly
-Conducting staff skills gap assessments and hiring or training to fill the gaps
-Emphasizing that technology alone will not solve problems or improve processes
-Ensuring that processes are well documented
-Developing and implementing ongoing training and coaching programs
Implementing Quality Assurance programs
Define a gap analysis - ANS-A gap analysis is the comparison of actual performance against
past or potential performance, typically to identify actions needed to achieve the desired state
Explain the benefits of a gap analysis - ANS--Identifying areas for improvement
-Recognizing the difference between cause and effect
-Establishing better plans of action
-Making more informed recommendations
Explain the differences between strategic and tactical planning - ANS-Strategic planning
involves long-term planning; whereas, tactical planning involves day-to-day operations
Define a vision statment - ANS-A vision statement is a view of the future state of the
organization or department. It is an "ideal" picture of what the organization wants to become, as
viewed by customers and employees
List the characteristics of a vision statement - ANS-Vision statements;
-Are values-based
-Should inspire pride, commitment, and a sense of belonging
-Should stretch capabilities and the self-image of the organization
Identify the purpose and characteristics of a mission statement - ANS-Mission statements:
-Identify the steps/actions necessary to accomplish the vision
-Align organizational role to organizational objectives
-Inspire commitment and typically includes:
Purpose statement - what the organization is trying to achieve
Business statement - business practices to achieve stated purpose
Value statement - principles or beliefs, commitment to quality, integrity, innovation
Explain the purpose of Financial Management - ANS-Financial Management provides the
resources to identify costs and determine the value of services and service assets, develops
