SDI Service Desk
Manager Course
Speak to us today!
SDI Service Desk Manager Course
Elevate your career and lead your team to success with our comprehensive Service Desk Manager (SDM) course. Designed to provide a thorough understanding of service desk management, this program equips you with the essential skills to effectively manage service desk operations and teams.
Course Objective
Our Service Desk Manager course offers an in-depth exploration of service desk management principles, leading to a globally recognized professional qualification. Through interactive sessions, you'll gain insights into best practices and strategies to enhance service delivery and align with business goals.
Course Overview
This course aims to empower you with the knowledge and tools to:
Define and develop strategic requirements for a successful service desk.
Lead and motivate your team effectively.
Implement quality assurance practices to ensure excellent customer service.
Manage resources efficiently and embrace emerging technologies like AI and automation.
Align service desk operations with overall business strategy.
Target Audience
Existing and aspiring service desk managers and supervisors.
Individuals with at least three years of experience in a service desk environment seeking to enhance their management skills.
Course Duration
- The program spans five days of interactive learning.
Defining Strategic Requirements
Understand the purpose and activities of a successful service desk from a global perspective.
Effective Management of Resources
Explore challenges and benefits of various support delivery methods and technologies.
Developing a Strategic Role
Learn to create effective strategies that support business goals.
AI and Automation
Identify the benefits and challenges of integrating AI and automation into your service desk.
The Role of the Service Desk Manager
Explore the skills and responsibilities essential for effective leadership.
IT Service Management
Understand IT Service Management practices and their relevance to the service desk.
Organizational Change and Project Management
Discover the elements of successful project management and change implementation.
Quality Assurance Activities
Review the purpose and methods of a comprehensive quality assurance program.
Teamwork and Communication
Enhance your communication skills to build effective teams.
Managing the Customer Experience
Learn strategies to effectively manage and enhance the customer experience.
Staff Recruitment, Retention & Development:
Examine strategies for recruiting, retaining, and developing your team.
Management Information & Performance Results
Examine the relationship between critical success factors, key performance indicators, and metrics.
Management and Leadership
Identify the activities that make an effective manager and leader.
Resilience
Learn the importance of emotional resilience and stress management.
Course Outcome
Upon successful completion of this course, you will:
- A thorough grounding in the skills required to lead, motivate, and manage a service desk team.
- A comprehensive toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, and tools and technologies.
- An internationally recognized SDM qualification from PeopleCert.
- A new network of colleagues in similar roles from other organizations.
Exam Format
Number of Questions
: 80 multiple-choice questions.
Duration
: 90 minutes.
Passing Score
: 52 out of 80marks required (65%).
Format
: Closed book.
Join us to enhance your leadership skills, drive service excellence, and advance your career in service desk management.
Enrol today and take the first step towards becoming a certified Service Desk Manager!
The ITIL®️ 4 courses on this page are offered by 1 World Training – USA, ATO of AXELOS Limited. ITIL®️ 4 is a registered trademark of AXELOS Limited. All rights reserved.