SDI® - Service Desk Manager (SDM)

Our SDI® - Service Desk Manager (SDM) training course contains everything that is essential to core roles and responsibilities of a successful Service Desk Manager (SDM):

1. Policy & Strategy

• The Service Desk
• Service Desk Best Practice
• Global Service Desk Perspective
• Service Ethics
• Corporate Social Responsibility
• Strategic Development
• Vision, Mission & Critical Success Factors
• Implementing Strategic Vision
• Sourcing Models
• Financial Management

2. Leadership & Management

• Leadership & Management
• The Role Of The Service Desk Manager
• Promoting The Service Desk
• Organisational Knowledge
• Organsational Change Management
• Project Management
• Teamwork
• Communication Skills
• Listening Skills
• Information Gathering Methods
• Negotiation Skills

3. People Management

• Recruitment
• Staff Induction & Training
• Retention
• Management
• Leadership
• Mentoring
• Coaching
• Professional Development
• Resilience

4. Resources

• Service & Support Delivery Model
• Workforce Management
• Self-service
• Automation
• Artificial Intelligence
• Cloud Computing
• Social Media

5. Practices, Processes, Procedures

• Information Technology Service Management (ITSM)
• Incident Management
• Service Request Management
• Problem Management
• Change Enablement
• Release Management
• Deployment Management
• IT Asset Management
• Service Configuration Management
• Knowledge Management
• Information Security Management
• Service Continuity Management
• Service Level Management
• Service Catalog Management
• Quality Assurance Program

6. Management Information & Performance Results

• Managing The Customer Experience
• Management Information & Metrics

Our SDI® - Service Desk Manager (SDM) training course is designed for existing and aspiring Service Desk Managers and Supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation. It is suitable for those with at least three years experience in a Service Desk environment.

Examples of professional job titles include:

• Team Leader
• Supervisor
• Service Desk Manager
• Support Manager
• Service Delivery Manager
• Customer Service Manager
• Service Manager

Our SDI® - Service Desk Manager (SDM) training course includes the following:

• Full SDI® - Service Desk Manager (SDM) Materials
• SDI® - Service Desk Manager (SDM) Examination

The prerequisites for passing the SDI® - Service Desk Manager (SDM) exam will include a working knowledge and understanding of the demands placed on a Service Desk, the standard process requirements for many support operations and the technology available to Service Desk Staff.

You should not attempt to take the exam unless you:

• Have a working knowledge of the IT service and support industry.
• Have a practical knowledge of the Service Desk Manager (SDM) Professional Standard.
• Have a strong desire to progress in the IT service and support industry.

There is no recommended reading associated with our SDI® - Service Desk Manager (SDM) training course.

SDI® - Service Desk Manager (SDM) Examination:

• Duration: 90 Minutes
• Style: Multiple-Choice
• Questions: 80
• Pass Mark: 52/80 (65%)
• Higher Mastery Mark: 70/80 (87%)
• Format: Closed-Book

Our three-day ITIL® 4 Foundation training course is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional (MP) and ITIL® 4 Strategic Leader (SL) training courses.

Our ITIL® 4 Foundation training course is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organisation embrace the new service management culture.

Our SDI® - Service Desk Manager (SDM) training course will help Service Desk Professionals support organisations on their digital transformation journeys.