HDI SUPPORT CENTER DIRECTOR -
UNIT 2 STUDY GUIDE
Define Stakeholder - Correct Answers -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 - Correct Answers -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 - Correct Answers -Operations Management is the
management of the tactical activities that are necessary to ensure day-to-day efficiency
and effectiveness in the support organization
Define a gap analysis - Correct Answers -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 - Correct Answers --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 - Correct Answers -
Strategic planning involves long-term planning; whereas, tactical planning involves day-
to-day operations
Define a vision statment - Correct Answers -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
Explain the objective of Operations Management - Correct Answers -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 - Correct Answers -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
List the characteristics of a vision statement - Correct Answers -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 - Correct Answers -
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
UNIT 2 STUDY GUIDE
Define Stakeholder - Correct Answers -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 - Correct Answers -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 - Correct Answers -Operations Management is the
management of the tactical activities that are necessary to ensure day-to-day efficiency
and effectiveness in the support organization
Define a gap analysis - Correct Answers -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 - Correct Answers --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 - Correct Answers -
Strategic planning involves long-term planning; whereas, tactical planning involves day-
to-day operations
Define a vision statment - Correct Answers -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
Explain the objective of Operations Management - Correct Answers -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 - Correct Answers -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
List the characteristics of a vision statement - Correct Answers -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 - Correct Answers -
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
