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SDI® - Service Desk Manager Training Course

Function Effectively As A Service Desk & Support Manager


This four-day Service Desk & Support Manager course is focused on equipping support managers with the essential skills required to manage, improve and deliver a service desk function.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
4 Days
£1999Excl. VAT

Course Outline

The course consists of lectures, exercises, discussions, examination practice and technique and culminates with the examination


The course also looks at support methodologies and technologies; tools utilised within the Service Desk; staffing considerations; social media in the service desk; Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and developing effective problem solving skills within the team.

About the Course

It is based upon the standards and objectives for SDI’s Service Desk & Support Manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDI-M exam.

Who Should Attend

The SDI® Service Desk & Support Manager course would suit candidates working in the following professions or areas:

  • Support Managers
  • Service Desk Managers
  • Client Managers
  • Desktop Managers
  • Customer Support Managers
  • Technical Support Managers
  • Service Centre Managers

Materials Provided

  • Full Materials Including Comprehensive Courseware Folder
  • Highly Skilled and Knowledgeable Tutors
  • Refreshments

Organisational Benefits

The Service Desk is fast becoming critical to the IT organisation; what was once seen as place to simply capture and deal with faults and issues has quickly become a strategic differentiator for many organisations.

Individual Benefits

After attendance on this course, candidates will recognise and understand the importance of understanding our customer’s expectations and perceptions, along with understanding the benefit of using SLAs effectively as a service quality improvement tool.


Designed for both new and experienced service desk managers, team leaders and supervisors with between 3 and 5 years experience of the service desk environment.


There is no prereading associated with this course.

Exam Overview

  • Multiple choice
  • 60 questions per paper
  • 39 marks required to pass (out of 60 available) - 65%
  • 60 minutes duration
  • Closed book.

Exam Type

Classroom Exam

Professional Development Units - PDUs

SDI- Service Desk Manager Certificate


SDI® - Service Desk Manager

Next Steps

Get in touch with a member of our sales team today to reserve your place.


Once you have successfully completed the training course you will be awarded the Certificate in SDI- Service Desk Manager

SDI® - Service Desk Manager Course Dates

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