Introduction

Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills.

Based on the Service Desk Institute's (SDI) regularly updated Professional Standards - SDI certifications provide a structured IT service and support career path and progression route to Service Desk professionals

Course Duration : 4 Days Instructor Led Classroom Training

Synopsis
Outline
Objectives
Audience
Certification & Exam Info
Prerequisites
Synopsis

This interactive four-day SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation.

The training will provide a thorough grounding in the skills required to lead, motivate and manage a service desk team. The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies will also be provided as part of the course.

Candidates will achieve an internationally recognised SDM qualification from APMG International and the ability to master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success.

Typically, each day of the course will cover 3 to 4 sections, using lecture, group activities and practice questions.

Outline

The Service Desk Manager Course comprises 11 primary sections, covering the following topics:

    • Defining Strategic Requirements
    • Developing a Strategic Role
    • Essential Management Skills
    • Integrating the Service Desk
    • Promoting the Service Desk
    • Quality Assurance Activities
    • Effective Management of Tools and Technologies
    • Staff Recruitment, Retention and Development
    • Professional Development
    • Leadership and Management
    • IT Service Management
Objectives

This course is designed to provide service desk managers and supervisors with an understanding of the service desk and support environment as well as promoting a greater understanding of the current market place and the responsibilities of a service desk manager.

Audience

Individuals who for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation. Suitable for those with at least three years experience in a service desk environment.

Certification & Exam Info

Delegates who successfully completed the course and pass the exam will be awarded the Service Desk Analyst certification by APMG/SDI

EXAMINATION FORMAT

  • Complex Multiple Choice
  • 60 questions
  • 1 hours duration
  • Scaled up to 60 Marks
  • 39 Marks required to pass
Prerequisites

There are no prerequisite requirements for taking the Service Desk Manager training

Related Courses

SDI Service Desk Manager

Instructor Led Classroom Training - Thailand

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Thailand, Bangkok Thailand
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