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Service Desk Manager Course

Course Duration: 4 days

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Course Duration: 4 days

From £2,200.00 +Vat
View dates and book

Enquire Now


Course Duration: 4 days

From +Vat
View dates and book

Enquire Now

Course Overview

The SDI® – Service Desk Manager (SDM) certification recognises your knowledge of the competencies, requirements and skills required to manage a Service Desk.

Our four-day SDI® – Service Desk Manager (SDM) training course will give you a thorough grounding in the skills required to lead, motivate and manage a Service Desk Team.

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Who is the Service Desk Manager Course for?

Our SDI® – Service Desk Manager (SDM) training 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. It is suitable for those with at least three years experience in a Service Desk environment.

Examples of professional job titles include: Team Leader, Supervisor, Service Desk Manager, Support Manager, Service Delivery Manager, Customer Service Manager and Service Manager

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Entry Requirements

The prerequisites for passing the SDI® – Service Desk Manager (SDM) exam will include a working knowledge and understanding
of the demands placed on a Service Desk, the standard process requirements for many support operations and the technology
available to Service Desk Staff.

  • You should not attempt to take the exam unless you:
  • Have a working knowledge of the IT service and support industry.
  • Have a practical knowledge of the Service Desk Manager (SDM) Professional Standard.
  • Have a strong desire to progress in the IT service and support industry

The Exam

SDI® – Service Desk Manager (SDM) Examination:

  • Duration: 90 Minutes
  • Style: Multiple-Choice
  • Questions: 80
  • Pass Mark: 52/80 (65%)
  • Higher Mastery Mark: 70/80 (87%)
  • Format: Closed-Book

Course Objectives

Our SDI® – Service Desk Manager (SDM) training course contains the complete service management tool kit covering strategy,
leadership, employee development, relationship building, service improvement, IT Service Management (ITSM) processes,
performance measurement, finance and tools and technologies.

Syllabus – Key points

Our SDI® – Service Desk Manager (SDM) training course contains everything that is essential to core roles and responsibilities of a
successful Service Desk Manager (SDM):
1. Policy & Strategy
The Service Desk
Service Desk Best Practice
Global Service Desk Perspective
Service Ethics
Corporate Social Responsibility
Strategic Development
Vision, Mission & Critical Success Factors
Implementing Strategic Vision
Sourcing Models
Financial Management

2. Leadership & Management
Leadership & Management
The Role Of The Service Desk Manager
Promoting The Service Desk
Organisational Knowledge
Organsational Change Management
Project Management
Communication Skills
Listening Skills
Information Gathering Methods
Negotiation Skills

3. People Management
Staff Induction & Training
Professional Development

4. Resources
Service & Support Delivery Model
Workforce Management
Artificial Intelligence
Cloud Computing
Social Media

5. Practices, Processes, Procedures
Information Technology Service Management (ITSM)
Incident Management
Service Request Management
Problem Management
Change Enablement
Release Management
Deployment Management
IT Asset Management
Service Configuration Management
Knowledge Management
Information Security Management
Service Continuity Management
Service Level Management
Service Catalog Management
Quality Assurance Program

6. Management Information & Performance Results
Managing The Customer Experience
Management Information & Metrics


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Course dates

Start Date Exam Included Price (excl VAT) Qty  
Start Date: Dec 04, 2023 Exam Included: Course + Online Exam Price (excl VAT):



Fully Booked

Start Date: Dec 11, 2023 Exam Included: Course + Online Exam Price (excl VAT):


Start Date: Mar 11, 2024 Exam Included: Course + Online Exam Price (excl VAT):


Start Date: Jun 24, 2024 Exam Included: Course + Online Exam Price (excl VAT):



Frequently asked questions

A Pearson VUE exam voucher enables you to book and sit your exam at your local Pearson VUE testing centre at a time and date convenient to you.  Pearson VUE centres are worldwide, and you will be able to choose the closest testing centre to you. You then go along to the test centre with your photo ID at the specified date and time and you will then take an electronic exam. Your exam voucher will have an expiration date and your exam must be sat before this date as these vouchers cannot be extended.