SDI Service Desk Manager
RM4,455.00 – RM7,425.00
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 & Self-Paced Online
Certification: SDI Service Desk Manager
The 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 rage of domain to build a professional Service Desk Manager. The students will equip with the essential management capability to lead and build a sustainable service desk team. Additionally, this course encompasses service management best practices that provides the students with essential process and tool knowledge to attain efficient, effective and economical service desk processes It addresses the support methodologies, technologies and tools utilised 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 in the modern Service Desk. Students are encouraged to debate on the skills, knowledge and best practices learnt during the class against the actual application of the information learnt 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 practice and how to run an effective support operation. Suitable for those with at least three years’ 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 and 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 to gain key competencies to build a 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.
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
2 reviews for SDI Service Desk Manager
Event Details
Cybiant offer the following learning options for this course:
Self-Paced-Online Learning - 3 months access
If your a choosing the Self-Paced-Online (SPO) learning option, you will complete the course on your own time, in your own pace. Cybiant will provide you with access to an online learning environment where you can watch videos, and practice with sample questions. The SPO option provides access for 3 months, and includes the official exam.
Virtual Training - 2x2hours per day
If you are choosing the virtual training learning option, you will participate in a live course by a Cybiant instructor, which is delivered 100% online. You will receive meeting invitations to participate in the live lectures through the Zoom platform. There will be 2 x 2-hour sessions per day, so this option does provide you with flexibility to plan some other work. All sessions are recorded, in case you miss any of the session. All virtual training courses include the official examination, which will be taken online on the last day of class.
Classroom Training - full day
If you are choosing the classroom training option, you will participate in this training in a live class in a 5-star hotel. This training option provides you with the opportunity to discuss topics in detail with other course participants, and learn from their experience. You will be trained by one of our Cybiant experts, and will complete the exam on the last day of class. Training is conducted daily, based on the following time schedule:
Start time: 09:00 UTC+08
End time: 17:00 UTC+08
Unless otherwise specified, all courses include official examination
All Cybiant trainers are experts in their knowledge domain
Is your e-learning not what you expected? You get your money back.
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.
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