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)
- MISD Aspiring Manager Certificate (AMC)
- MISD Foundation & Operative Certificate (FOC)
- MISD Support Strategy Manager Certificate (SSMC)
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.