SDI - Service Desk Manager (SDM)
Overview
Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management.
The course also looks at the management of support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Manager can utilise.
The course is based upon the standards and objectives for SDI’s Service Desk Manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDM exam.
Please note: The Service Desk Manager course has recently been re-launched by SDI to now be completed over 4 days instead of 5. This change has provided delegates with additional exam preparation time outside the training environment, as the exam in no longer sat as part of the course and can now be booked at a time convenient to the delegate. This change has been received positively by the participating delegates and there has been an increase in the Managers exam pass rates.
Objectives
Delegates will gain:
- A thorough grounding in the skills required to build, lead, motivate and manage a Service Desk team
- A guide to the practical Service Desk management tools, tips, standards and support
- An overview of industry recognised IT Service Management best practices, including ITIL V3 processes
- An internationally recognised Service Desk Management qualification
Training Partners
We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.
Modules
Prerequisites
It is strongly recommended that candidates have more than 3 years experience within the Service Desk environment before attending this event.
Scheduled Dates
Please select from the dates below to make an enquiry or booking.
Pricing
Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.