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Learn How MISD Can Provide A Career Path For The IT Support Professional

MISD Foundation & Operative Certificate (FOC)

Our three-day MISD Foundation & Operative Certificate (FOC) training course covers the terminology, concepts, and practices applicable to the Foundation & Operative primary study level in the Mastering IT Support Delivery (MISD) curriculum.

Our MISD Foundation & Operative Certificate (FOC) training course will provide you with guidance in basic professionalism in IT Support, including attitude, role comprehension, approach, technique, and conduct.

MISD Operational Manager Certificate (OMC)

Please Note: Our MISD Operational Manager Certificate (OMC) training course is split up over one introduction session and three tutorial sessions.

Our MISD Operational Manager Certificate (OMC) training course 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.

MISD Aspiring Manager Certificate (AMC)

Please Note: Our MISD Aspiring Manager Certificate (AMC) training course is split up over one introduction session and two tutorial sessions.

Our MISD Aspiring Manager Certificate (AMC) training course is designed for the IT Support operative aspiring to or being readied for a supervisory, or ultimately a management position.

MISD Support Strategy Manager Certificate (SSMC)

Our four-day MISD Support Strategy Manager Certificate (SSMC) training course provides a philosophical approach along with skills and practices in the design, construction, and implementation, of an end-to-end, cross-department, IT user and systems support strategy.

The methods described here are applicable to ‘greenfield’ service invention or to the re-engineering of an existing provision. This high-level consideration makes it equally pertinent in both ITSM (corporate internal user) and ECSM (External Customer Support Management) contexts.


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MISD Certifications

MISD stands for Mastering IT Support Delivery. MISD is relevant to any IT Department or Industry Service Provider. It focuses purely on the ‘How To’ of Technical Workgroup Management and IT Support, and operates in tandem with, or without all other IT Management Frameworks. The MISD curriculum is delivered in four certification training courses:

MISD Operational Manager Certificate (OMC): For Leaders of Technical Workgroups including Help Desk, Service Desk, all second line, and what are sometimes known as ‘third’ line functions; how to manage and co-ordinate demands and resources.

MISD Aspiring Manager Certificate (AMC): For Technicians being promoted to positions of workgroup responsibility and needing the vital shift in mindset to lift their thinking from a technical-diagnostic, to a workgroup-analytical perspective.

MISD Foundation & Operative Certificate (FOC): For the non-managerial staff member, what is expected of the IT Support Professional; how to succeed in an MISD support environment; also for those coming into IT Support, or requiring an understanding of key IT support concepts; for operatives to be prepared for the relationship with their host business, be that in internal or external support and the differences between those two environments.

MISD Support Strategy Manager Certificate (SSMC): For setting support strategy, designing service product portfolios, bridging between support operations and the business, turning IT Support from its typical organic and disorganised state into the structured and professional service the business actually relies on.

MISD recognises that the way to successful, consistent support is the proper management of the resources producing that service. For that reason, MISD recommends starting with the heads of the various technical groups in IT. This involves all technical groups, not just the ones obviously providing support, such as Service Desk and Desktop Support.

All technical workgroups have a support role of some sort, because their specialist skills and authorities will be called upon sooner or later, whether they be comms or AV, networks or development too.

But most importantly, all IT workgroups face the challenge of having to juggle at least two types of demands, namely reactive and proactive; how to continue with projects and systems maintenance while being interrupted by Service Desk assignments.

This is the orchestration of resources to be able to meet all demands on the workgroup, and so that everything gets done and nothing impedes anything else; while keeping the group a rewarding and gratifying place to work.