For IT Support Managers: 20 High Performance Principles for Advanced Processes & Procedures
Give IT Experience Management the boost it needs: 25 practical lessons - 100% free content. Commitment: 90 mins.
This course explains why your service customers experience frequent slow, unresponsive, and failed service, and what is required to fix it
Objective: Establish the Best Way of Working
The course highlights 27 aspects of an IT support team's responsibilities, emphasising the complexity of balancing these operational requirements and the need for an advanced way of working to do so.
A well developed way of working is especially important when a new team member joins. It is insufficient to merely explain how systems and support tools function. Success requires comprehensive guidance that covers all of the relevant aspects.
Guidance is in the form of Standard Operating Procedures (SOPs). Well-developed SOPs unify a team’s purpose and enhance service quality, supporting improvement objectives that might arise from IT Experience Management (ITXM). SOPs also empower managers by providing a framework for addressing deviations from established standards.
Support Experience Management
IT support is usually a key area for ITXM. However, without understanding the Focus Framework, the root causes of slow, inattentive, or failed support remain unclear or unknown, so improved processes and procedures cannot be derived and introduced.
This is a major problem for ITXM because it's mainly here that experiences are weak. Consequently, teams may be pressured to reduce ticket volume, a strategy that often exacerbates service failures.
The Focus Framework’s 20 high performance principles, taught in this free course, clarify the causes and offer solutions. Each lesson focuses on one principle and various working approaches that foster improved attentiveness of support.
Each lesson relates to either timeliness, performance, culture, or practice.
Who is the course for?
There are two versions of the course. First, the course is for Service Desk managers wishing to develop an advanced "Service Desk Guide", and for upper-tier managers to develop a "Level 3 Support Guide".
The paid-for option adds further practical guidance, including the full scope of best practice considerations beyond those covered by the Focus Framework.
Course Content
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Maintain and meet user expectations as well as possible
FREE PREVIEW -
Your in-practice learning
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Don’t neglect service tickets that are on-hold
FREE PREVIEW -
Your in-practice learning
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Treat user escalations seriously
FREE PREVIEW -
Your in-practice learning
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About this course
- Free course content
- 25-lessons
- Premium Content, Assessment & Qualification: TBC
Free or paid?
Paying releases premium content for fully developing your SOP manual - detail for the principled approaches covered in the free course, plus many other best practice considersations that are not specific to the Focus Framework. Also...
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Managers may complete the quizzes and in-practice assessment to achieve the High Performance Principles qualification.
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On passing the assessment, students are awarded with a qualification certificate, and an achievement badge. Certificate credentials are Blockchain protected, managed by Accredible.
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Students who fail the assessment can resubmit answers until a pass is awarded, without additional charge.
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Reassessment includes collaboration between Opimise and the student.
What is the Focus Framework?
The principles taught in this course form one half of the Focus Framework - the only best practice guidance dedicated to IT support. It's other part is methodology for the Flow Management standard, a set of tool-based capabilities that form "true best practice".