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Blended Training Solution: MISD Operational Manager Certificate Training Course

Combines Self-Paced Learning With Continued Tutor Interaction

Proctored Exam
30 Days Access
£1295 (Excl. VAT)€1489 (Excl. VAT)$1619 (Excl. VAT)


Purple Griffon's Blended Training Solutions are a learning method, which combines self-paced learning and ILT to get the best possible result for delegates.

The MISD Operational Manager Blended Training Solution combines self-paced learning with continued tutor interaction.

You will receive the study books (PDF format) in advance of the training course with clear advice that you must study before the tutor-led sessions. The study book is 62,000 words and over 350 pages.

Please Note: There are three online sessions with the tutor Noel Bruton, each are two and a half hours in length, from 2pm to 4:30pm and are scheduled over a ten-day period. It will take around 30 days to achieve certification, from the required prereading, the online tutor-led sessions and the examination.

Enquire Course Overview

Payment Details

Full payment is required before your elearning order can be processed. Once payment has been confirmed, the elearning order will be passed to our administration department for set-up and processing.

Access to Your E-Learning

A personal login for our Learning Management System will be created for you and you will receive an email containing details of the URL, username and password.

Please Note

* Depending on when the initial order is taken, it may take up to 48 hours to process.
* Your course access time will only trigger and commence when you first log in.

Course Outline

The Blended Training Solution: MISD Operational Manager Certificate syllabus is below:

August 2020:

Week 1 Study Preparation

Week 2 Study Preparation

Week 3 Remote Session 1 (Tuesday Of Week 3):

Module 1 - Course Introduction

Module 2 - The Role of the Manager

Module 3 - Leadership Essentials

Week 3 Remote Session 2 (Friday Of Week 3):

Module 4 – Planning Stage

Module 5 – Processes and Relationships

Week 4 Remote Session 3 (Wednesday Of Week 4):

Module 6 – Delivery Stage

Module 7 – Staff Engagement

Epilogue & Exam:

The exam paper is delivered as PDF via email. The examination is open book, invigilated by webcam. You will scan your answer paper and email the paper to Noel Bruton and put the original paper in the post to the tutor. The certificate will be issued on a successful pass, once the paper reaches the tutor.


Mastering IT Support Delivery Operational Manager Certification (MISD-OMC) provides skills and practices in the operational management of an IT support workgroup; thus is for any manager in charge of a group involved in the chain of receipt and resolution of user or systems support enquiries. It impacts the heads of all technical workgroups in Production ICT either in an ITSM or ECSM context. That includes Service Desk, Helpdesk, Desktop Support, Communications, Network and Infrastructure, Business Applications, Operations and DevOps, and may also include Development, where they are used in a support context.

MISD Operational Manager Blended Training Solution

About the Course

The syllabus comprises three main subject areas:

  • Workgroup leadership, consisting of orchestration of department resources and representation of the workgroup to the business, both as service provider and for dovetailing with shadow IT and vendor-provided escalation routes
  • Man-management, including staff development, setting and monitoring production and productivity expectations, governing workload variety, skills redundancy, scheduling non-reactive work, motivation and job satisfaction
  • Informed decision-making, including key performance indicators, critical success factors and other statistical analyses to get beyond service levels into throughput parameters; and to match service delivery with customer satisfaction

Successful candidates should be able to demonstrate knowledge and understanding of principles and techniques in the following areas:

  • Lead the department from the front, to represent it according to your vision for its position, role and standing to its host organisation, clients and users.
  • Anticipate demand and orchestrate resources both within and outside the immediate workgroup to meet that demand in accordance with true need and affordability.
  • Orchestrate manpower and other resources to ensure the workgroup’s entire workload is appropriately staffed so that nothing gets missed and all priorities are met, for both reactive and project work
  • Identify, measure, monitor and act upon key performance indicators and use statistical functions against these to inform management decisions in correcting and improving service, not just after-the-fact (Management Information) but also in real time (Decision Support); use these to regulate and improve workload throughput as a vital contribution to eventual achieved service-levels.
  • Use a seven-stage skillset management programme to commoditise technical knowledge so that it can be imparted at the appropriate level; use this to eradicate Single Points of Failure, remove bottlenecks, increase skills redundancy, increase departmental service versatility, and replace management technical responsibilities to increase management involvement and quality.

Who Should Attend

Heads of all and any IT Technical Work Group where IT support resolutions are part of the typical workload, especially where that work comprises interaction with end users and corporate authorities, including but not limited to Service Desk, Development, Desktop support, Network or Communications specialists, applications support specialists.

Materials Provided

This brand new Blended Training Solution: MISD Operational Manager Certificate includes:

  • Full MISD Operational Manager Materials
  • MISD Operational Manager Exam

Organisational Benefits

The MISD Operational Manager Certificate is the core of the MISD curriculum. It reflects the essential truth of any workgroup with a responsibility competently to deliver a consistent, high quality service, in line with the needs of the business. That truth is simply that the most effective way to build a successful workgroup is for it to be led by an able manager.

Technical skills may be in abundance. Staff may be willing and motivated. But if the manager does not know how to orchestrate these advantages into a delivered service, then perhaps the most we can hope for is a disorganised group of individuals doing their best.

The benefit to the organisation is the confidence in knowing that vital technical services are in the hands of competent, trained, qualified leaders, using proven techniques and leading motivated, skilled staff in the delivery of output oriented toward the business.

Individual Benefits

This qualification is in management, not technology. Unlike a technical specialisation, management is a horizontal skillset, applicable almost anywhere. Acquiring that skillset is advancement in itself – but furthermore, it opens up a broader panoply of career opportunities because of its universality.

The job of the successful manager is full of reward. It is knowing that by your actions and decisions, the staff who work for you and around you are getting more out of their jobs and their working lives by following a leader who runs the workgroup in their interests as well as those of the business. It is knowing that the department’s customers are getting the right services, properly delivered. It is seeing how your staff are appreciated by their customers. It is in the satisfaction of developing staff skillsets and knowing that their growth and advancement are the results of your policies and decisions.

MISD Operational Manager provides the ‘how to’ of running a successful support workgroup, in the form of interlinked methods and techniques that have been developed, tested, and proven over several decades in a range of industries. The successful candidate in this training receives a portable qualification and direction in career advancement.

Technical Requirements


  • Screen Resolution: 1020 x 768 or above
  • Network/Internet Connection: 4Mb (megabits) or above
  • Windows XP or higher
  • Microsoft Internet Explorer 6+
  • Firefox 3+
  • Safari 4+


  • Screen resolution: 1020 x 768 or above
  • Network/Internet connection: 4Mb (megabits) or above
  • Mac OS X 10 or higher
  • Firefox 3+
  • Safari 4+

Purple Griffon advise you that you use the Firefox Web Browser for the best educational experience and have compatible speakers or headphones.

Please Note: You will be required to have some form of photo ID (passport, government ID or equivalent) for the examination. If the examination includes a document to be printed, then please ensure that you have a printer in the room where you will be sitting the exam. Some examination institutes will ask you to have a small mirror or reflective surface and the proctor will request that you hold this up to show there is nothing attached to the webcam or even the laptop itself. Also, Adobe Flash Player and Shockwave must also be installed on your desktop or laptop prior to the examination.

For a successful MISD Operational Manager online exam, you will need:

Web Camera 640×480 resolution 1280×720 resolution
PC Users Windows XP Windows 7
Mac Users Mac OS X or higher Mac OS X 10.7 Lion
Internet Download Speed .768 Mbps 1.5Mbps
Internet Upload Speed .384 Mbps 1.5Mbps
RAM 1024MB 2GB


Candidates must be able to demonstrate numeracy to adult skill level International PIAAC & IALS Level 4, England NQF & Wales CQFW Level 2, Scotland SCQF Level 5.


  • DeMarco, Tom and Lister, Timothy, ‘Peopleware – Productive Projects and Teams’
  • Blanchard, Kenneth and Johnson, Spencer ‘The New One-Minute Manager

Exam Overview

The exam paper is delivered as PDF via email. The examination is open book, invigilated by webcam. You will scan your answer paper and email the paper to Noel Bruton and put the original paper in the post to the tutor. The certificate will be issued on a successful pass, once the paper reaches the tutor.

MISD Operational Manager Online Exam

  • The exam is invigilated via webcam by the tutor
  • 40 multiple choice questions over maximum of 80 minutes
  • Pass mark 28/40 (70%)
  • In case of failure, 2 maximum examination retakes; thereafter, examination opportunities require entire course retake

Exam Type

Proctored Exam

Professional Development Units - PDU's

There are no professional qualification credits associated with the Blended Training Solution: MISD Operational Manager Certificate


MISD Operational Manager Certificate

Next Steps

The next step on your MISD journey is the MISD Career Level 4, Support Strategy Manager Certificate. If you would like any advice on your training roadmap, then our helpful training course advisors are available to help answer your questions via info@purplegriffon.com.


The MISD Operational Manager Blended Training Solution will prepare you for the other training courses in our MISD range.