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.
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
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
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
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
Corporate Social Responsibility
Vision, Mission & Critical Success Factors
Implementing Strategic Vision
2. Leadership & Management
Leadership & Management
The Role Of The Service Desk Manager
Promoting The Service Desk
Organsational Change Management
Information Gathering Methods
3. People Management
Staff Induction & Training
Service & Support Delivery Model
5. Practices, Processes, Procedures
Information Technology Service Management (ITSM)
Service Request Management
IT Asset Management
Service Configuration 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