Mastering IT Support Delivery – Operational Manager Certificate
Description
‘Mastering IT Support Delivery’ Curriculum Career Level 3, Operational Manager Certificate Course code MISD-OMC
Online, per request
Price: 33.860 CZK including exam (VAT excluded)
The registration form is here.
Introduction
MISD-OMC 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.
Qualification Gained
MISD Operational Manager Certificate
Delivery
Classroom of no more than 16 attendees, led by qualified, expert tutor. Interactive engagement of scripted topics and associated quizzes, culminating in written examination
Duration
15 – 18 hours over 3 consecutive days
Materials Provided
Copies of slides and associated text
Learning 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-