SDI Service Desk Manager (SDM) Training Course

What does the SDI Service Desk Manager course cover?

This internationally recognised SDI Service Desk Manager certification consists of 11 modules which will support you to successfully manage a service desk for many years to come:

Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals.

Developing a strategic role – define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.

Essential management skills – examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behaviours and communication.

Integrating the service desk – identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option.

Promoting the service desk – plan the promotional objectives, strategies and tactics for the service desk.

Quality assurance activities – review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management.

Effective management of tools and technologies – review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels, self-service and self-healing.

Staff recruitment, retention and development – examine effective recruitment programmes, core skills, staff development, effective relationships with teams and individuals.

Motivation – establish reward and recognition strategies, employee and customer satisfaction programmes, performance management, staff motivation, work environment.

Leadership and management – discover how to be an effective leader and manager, improve your professional development, and hone teamwork, coaching, mentoring and stress management skills

Who is the SDI Service Desk Manager course for?

This interactive 4 day virtual classroom 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.

Ideally you will have at least three years experience in a service desk environment to complete this SDI Service Desk Manager training.

What is the format of the SDI Service Desk Manager exam?

• Duration of 1 hour
• Multiple choice
• 60 questions
• Pass mark of 65% – 39 marks required to pass out of 60 available
• Closed book

Why study your SDI Service Desk Manager course with Training ByteSize?

As experts in delivering project management training through a range of study styles, your success is key to our success. We understand how people learn, we know how to train people to pass exams, we employ the best trainers and specialise in small class sizes to help you get the best from your investment. So, if you’re looking to enhance your project management skills and ensure you pass first time, Training ByteSize is a name you can trust.

As a family run business, project and programme management training is in our blood, and so is innovation. Our founders have been part of the industry since the 1990’s, specifically founding Key Skills and developing the world’s first accredited e-learning course for PRINCE2.

Today we are proud to continue with world firsts; with second generation Victoria at the helm, she had led Training ByteSize to ensure were the first company to develop and deliver e-learning options for accredited courses including Business Analysis Foundation, ITIL4, and AgilePM.  When we say we’re experts in project management training, we really do mean it.