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 equip 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 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 learnt during the class against the actual application of the information learnt through exercise and case study.
The 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 SDM exam.
