{"id":14821,"date":"2022-12-29T08:28:13","date_gmt":"2022-12-29T07:28:13","guid":{"rendered":"https:\/\/www.itta.net\/formations\/service_desk_manager\/"},"modified":"2023-10-14T11:07:38","modified_gmt":"2023-10-14T09:07:38","slug":"service-desk-manager","status":"publish","type":"formations","link":"https:\/\/www.itta.net\/en\/trainings\/management\/service-desk-management\/service-desk-manager\/","title":{"rendered":"Service Desk Manager"},"content":{"rendered":"<p>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.<br \/>\nThis 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.<br \/>\nThis course provides a thorough understanding of, and qualification in, the core areas of service desk management.<\/p>\n","protected":false},"featured_media":0,"parent":0,"menu_order":0,"template":"","editeurs":[1576],"domaine":[1276,2676],"class_list":["post-14821","formations","type-formations","status-publish","hentry","editeurs-sdi","domaine-management","domaine-service-desk-management"],"acf":{"reference":"SDM","duree_nombre":4,"duree_unite":"jour","prix_virtuel":2900,"prix_presentiel":3100,"prix_blended":"","prix_elearning":"","views":1978,"niveau":["Interm\u00e9diaire"],"role":"","certifiant":["Certifiant"],"pdus":"","lieux":["Gen\u00e8ve","Lausanne"],"formats_dapprentissage":["presentiel","virtuel"],"examen_inclus":"Inclus","garanti":[""],"financement":["Temptraining"],"description_temptraining":"","description_caf":"","description_title":"","objectifs":"<ul>\r\n \t<li>A thorough grounding in the skills required to lead, motivate and manage a service desk team<\/li>\r\n \t<li>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<\/li>\r\n \t<li>The internationally recognised SDM qualification<\/li>\r\n<\/ul>","connaissances":"<ul>\r\n \t<li>At least three years experience in a service desk environment<\/li>\r\n \t<li>Have followed the course <a href=\"https:\/\/www.itta.net\/en\/trainings\/management\/service-desk-management\/service-desk-analyst\/\">Service Desk Analyst (SDA)<\/a> or have equivalent knowledge<\/li>\r\n<\/ul>","profils_participants":"<ul>\r\n \t<li>Existing and aspiring service desk managers<\/li>\r\n<\/ul>","examen":"<ul>\r\n \t<li>This course prepares to the official SDI's examination Service Desk Manager (SDM)<\/li>\r\n \t<li>It's made of 60 multiple choice questions, with a passing score of 65% (39 correct answers required)<\/li>\r\n \t<li>An exam voucher is included with this training<\/li>\r\n<\/ul>","documentation":"<ul>\r\n \t<li>Official SDI courseware<\/li>\r\n<\/ul>","lab__exercices":"<ul>\r\n \t<li>Practical examples and discussions to share experience<\/li>\r\n \t<li>2 sets of sample questions to prepare the examination<\/li>\r\n<\/ul>","contenu_cours":"<strong>Module 1: Defining Strategic Requirements<\/strong>\r\n<ul>\r\n \t<li>Plan for the strategic development of the service desk to support an organisation's overall business goals.<\/li>\r\n<\/ul>\r\n<strong>Module 2: Developing a Strategic Role<\/strong>\r\n<ul>\r\n \t<li>Define the strategies and techniques for a successful support operation that is integrated with the organisation's overall business goals.<\/li>\r\n<\/ul>\r\n<strong>Module 3: Essential Management Skills<\/strong>\r\n<ul>\r\n \t<li>Examine key commercial management skills including integrating IT services, financial management, managing behaviours and communication.<\/li>\r\n<\/ul>\r\n<strong>Module 4: Integrating the Service Desk<\/strong>\r\n<ul>\r\n \t<li>Identify the need for relationship and network building.<\/li>\r\n<\/ul>\r\n<strong>Module 5: Promoting the Service Desk<\/strong>\r\n<ul>\r\n \t<li>Understand the promotional tool-kit available to the service desk.<\/li>\r\n<\/ul>\r\n<strong>Module 6: Quality Assurance Activities<\/strong>\r\n<ul>\r\n \t<li>Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models.<\/li>\r\n<\/ul>\r\n<strong>Module 7: Effective Management of Tools and Technologies<\/strong>\r\n<ul>\r\n \t<li>Review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels,<\/li>\r\n \t<li>self-service and self-healing.<\/li>\r\n<\/ul>\r\n<strong>Module 8: Staff Recruitment, Retention and development<\/strong>\r\n<ul>\r\n \t<li>Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.<\/li>\r\n<\/ul>\r\n<strong>Module 9 Professional Development<\/strong>\r\n<ul>\r\n \t<li>Recognise the importance of on-going development for yourself and your team and explore coaching, mentoring and stress management.<\/li>\r\n<\/ul>\r\n<strong>Module 10: Leadership and Management<\/strong>\r\n<ul>\r\n \t<li>Discover how to be an effective leader and manager, improve your professional development, and hone your teamwork, coaching, mentoring and stress management skills.<\/li>\r\n<\/ul>\r\n<strong>Module 11: IT Service Management<\/strong>\r\n<ul>\r\n \t<li>Examine service desk responsibilities in key ITIL processes<\/li>\r\n<\/ul>","cours_recommandes":null,"infos_additionnelles":"","inclus_dans_ce_cours_virtuel":"<ul>\r\n \t<li>Training provided by a certified trainer<\/li>\r\n \t<li>Preparation for the exam<\/li>\r\n \t<li>Documentation in digital format<\/li>\r\n \t<li>Exam registration fee<\/li>\r\n<\/ul>","inclus_dans_ce_cours_presentiel":"<ul>\r\n \t<li>Training provided by a certified trainer<\/li>\r\n \t<li>Preparation for the exam<\/li>\r\n \t<li>Documentation in digital format<\/li>\r\n \t<li>Exam registration fee<\/li>\r\n<\/ul>","inclus_dans_ce_cours_blended":"","inclus_dans_ce_cours_elearning":"","inclus_dans_ce_cours_surmesure":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Training Service Desk Manager - ITTA<\/title>\n<meta name=\"description\" content=\"This course provides a thorough understanding of, and qualification in, the core areas of service desk management.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.itta.net\/en\/trainings\/management\/service-desk-management\/service-desk-manager\/\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script 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