Foundation and Operative
Develops the professional, customer-focused behaviours needed by people beginning or working in frontline IT support roles.
Bespoke IT Support Programme
Mastering IT Support Delivery (MISD)
A practical development programme for IT support teams and their leaders, focused on managing people, priorities and resources to deliver a more professional and effective service.
Practical Support Management, Not Another Framework
MISD focuses on the practical management of IT support: how technical teams organise their work, balance competing demands and provide a dependable service to the organisation.
It can complement ITIL and other service management frameworks, but does not depend on them. The emphasis is on the day-to-day realities of leading technical workgroups and helping support professionals understand the part they play in delivering an effective service.
The MISD Curriculum
Development Across the IT Support Career Path
Aspiring Manager
Helps technical specialists prepare for team leadership by moving from an individual technical perspective to responsibility for workgroup performance.
Operational Manager
Focuses on coordinating people, priorities and resources across technical support teams while balancing reactive work, planned activity and improvement.
Support Strategy Manager
Considers the wider direction of IT support, including service strategy, organisational alignment and the design of a structured support capability.
A Programme Shaped Around Your Organisation
MISD is available through bespoke arrangements for organisations seeking to develop a group of support professionals, team leaders or operational managers.
The content and level of delivery can be discussed in relation to your existing structure, challenges and development priorities. This makes it possible to concentrate on the areas that will provide the greatest practical value rather than treating MISD as a fixed, off-the-shelf course.
Because delivery is arranged around organisational requirements and specialist-trainer availability, MISD is not currently offered through a regular public schedule. It is generally best suited to team or group development rather than individual one-to-one training.
The proposed scope, format, group size and any available certification options will be confirmed following an initial discussion.