Training: Service Desk Manager

Ref. SDM

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Duration:

4

days

Exam:

Included

Level:

Intermediate

Funding:

Temptraining

ITTA | Trainings | Management | Service Desk Manager

Description

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 is designed to provide service desk managers and supervisors with an understanding of the service desk and support environment as well as promoting a greater understanding of the current market place and the responsibilities of a service desk manager.
This course provides a thorough understanding of, and qualification in, the core areas of service desk management.

Participant profiles

Existing and aspiring service desk managers

Objectives

A thorough grounding in the skills required to lead, motivate and manage a service desk team
The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies
The internationally recognised SDM qualification

Prerequisites

At least three years experience in a service desk environment
Have followed the course Service Desk Analyst (SDA) or have equivalent knowledge

Course content

Module 1: Defining Strategic Requirements

Plan for the strategic development of the service desk to support an organisation’s overall business goals.

Module 2: Developing a Strategic Role

Define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.

Module 3: Essential Management Skills

Examine key commercial management skills including integrating IT services, financial management, managing behaviours and communication.

Module 4: Integrating the Service Desk

Identify the need for relationship and network building.

Module 5: Promoting the Service Desk

Understand the promotional tool-kit available to the service desk.

Module 6: Quality Assurance Activities

Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models.

Module 7: 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.

Module 8: Staff Recruitment, Retention and development

Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.

Module 9 Professional Development

Recognise the importance of on-going development for yourself and your team and explore coaching, mentoring and stress management.

Module 10: Leadership and Management

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

Module 11: IT Service Management

Examine service desk responsibilities in key ITIL processes

Documentation

Official SDI courseware

Lab / Exercises

Practical examples and discussions to share experience
2 sets of sample questions to prepare the examination

Exam

This course prepares to the official SDI’s examination Service Desk Manager (SDM)
It’s made of 60 multiple choice questions, with a passing score of 65% (39 correct answers required)
An exam voucher is included with this training

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.