SDI Service Desk Manager

(2 customer reviews)

RM4,455.00RM7,425.00

The Service Desk Manager course provides a thorough understanding of service desk management and leads to a globally recognised qualification. Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management.

Delivery format: Classroom, Virtual-Led & E-learning
Certification: SDI Service Desk Manager

SDI Service Desk Manager

SDI Service Desk Manager is designed for existing and aspiring service desk managers and supervisors who intend to enhance their managerial and team management skills. This course covers a wide range of domains to build a professional Service Desk Manager. The students will be equipped with the essential management capability to lead and build a sustainable service desk team. Additionally, this course encompasses service management best practices that provide the students with the essential process and tool knowledge to attain efficient, effective, and economical service desk processes. It addresses the support methodologies, technologies, and tools utilized within the service desk. It reviews key issues such as service level agreements, the benefits and pitfalls and, the importance of metrics, the implementation of service management processes. The course encourages students to participate in group exercises and discussions in order to inject real-life experience into the modern Service Desk. Students are encouraged to debate the skills, knowledge, and best practices learned during the class against the actual application of the information learned through exercise and case study.

Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management. This interactive SDI Service Desk Manager qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practices and how to run an effective support operation. Suitable for those with at least three years of experience in a service desk environment.

The course also looks at support methodologies and technologies and the tools utilized within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls the importance of metrics, the implementation of service management processes, and effective problem-solving techniques that a Service Desk Manager can utilize. It is based upon the standards and objectives for SDI’s Service Desk Manager qualification and ensures that delegates are provided with the knowledge, information, and tools to take the SDM exam.

The SDI Service Desk Manager course ensures managers gain key competencies to build productive service desk teams coupled with industry-recognized standards and best practice guidelines. It reviews the six key concepts covered in the standards: The Strategic Role of the Service Desk, Management Competences, Business Integration, Operations Management, Tools and Technologies and Human resource and Team development. These concepts impact skills, competencies, knowledge and balance with experience to develop an effective and professional Service Desk Manager. The course is based upon the SDI©’s Service Desk Manager standards, ensuring that the students are ready for the SDI Service Desk Manager exam.

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and they evolve constantly, so a diverse skillset is required to meet the challenging demands placed on them.

Registration

Cybiant offers the following learning options for this course:

E-Learning – 3 months access
The e-learning option provides students with access to an e-learning environment with pre-recorded lectures, exercises and quizzes. You can complete the course in your own time, at your own pace. This option provides access for 3 months, and includes the official exam.

Virtual Training – 2×2 hours per day
The virtual training option is an online class taught by a live Cybiant instructor. You will receive a meeting invitation to participate in the live lectures. Our virtual training courses are organized in 2 x 2-hour sessions per day to accommodate some other work. Official examinations are included in the pricing.

Classroom Training – full day
The classroom training option will be conducted by a Cybiant instructor in a 5-star hotel. You will participate in a live training and meet other participants. Breaks, lunch and exam voucher are included in the pricing.

You can register for the course by selecting the option of your choice below:

ImageNameFormatDatesPriceBuy
SDI Service Desk ManagerE-learning3 months accessRM4,455.00
SDI Service Desk ManagerClassroom31 October - 3 November 2023 Kuala LumpurRM7,425.00

If your preferred date is not available, please feel free to get in touch with us.

Learning Objectives

At the end of this course, delegates will gain:

  • A thorough grounding in the skills required to lead, motivate and manage a service desk team.
  • The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
  • An internationally recognized SDM qualification from PeopleCert.
  • A new network of colleagues in similar roles from other organizations

This course consists of eleven modules:

  • Defining strategic requirements – plan for the strategic development of the service desk within an organization’s overall business goals.
  • Developing a strategic role – define the strategies and techniques for a successful support operation that is integrated with the organization’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, behaviors 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 programs 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 programs, core skills, staff development, effective relationships with teams and individuals.
  • Motivation – establish reward and recognition strategies, employee and customer satisfaction programs, 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.

Students will receive a Service Desk Manager classroom workbook containing all of the presentation materials, course notes, case study and sample exams. All Classroom Workbooks are standard delivered as printed materials.

Target Audience

This interactive four-day Service Desk Manager qualification 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. This course is suitable for those with at least three years’ experience in a service desk environment.

Exam Structure

  • Online Proctored Exam invigilate by PeopleCert
  • Multiple choice questions
  • 60 questions
  • 38 out of 60 marks
  • 60-minute duration
  • Close Book Exam

Downloads

More information:

2 reviews for SDI Service Desk Manager

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    Nor Asmidah Aziz

    Trainers always engage us to ensure we understand. It would be perfect to start the course at an earlier time in the morning.

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    Anil Sivalingam

    The course topic, the entire setup are excellent. Here are some suggestion: Training material should be printed or else we need to dig up on the material switch. Mr. Lawrence is a good trainer, very knowledgeable and informative. He kept the class on their feet, keep us engaged to the conversation. Over all he did a wonderful job

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Includes Examination

Unless otherwise specified, all courses include official examination

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