SDM: Service Desk Manager

At the end of this course, you will be able to:

This interactive 5 days SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk manager best practice and how to run an effective support operation.

Suitable for those with at least 3year experience in a service desk environment.

Following the completion of the course, delegates will have:

• 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.
• An internationally recognized SDM qualification from APGM international®.

SDI® Service Desk Analyst and 1 to 3 years of service desk management experience.

The SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and build a set of management skills. Suitable for those with at least three years’ experience in a service desk environment.

Module 1 – Defining Strategic Requirements
Plan for the strategic development of the service desk to support an organization’s overall business goals.

Module 2 – Developing A Strategic Role
Define the strategic and techniques for a successful support operation that is integrated with the organization’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, behavior and performance.

Module 9 – Professional Development
Recognize 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 homework, coaching, mentoring and stress management skills.

Module 11 – IT Service Management
Examine service desk responsibilities in key ITIL® processes.

ITIL4F: ITIL4 Foundation Training

This ITIL4F: ITIL4 Foundation Training course is a three-day classroom training relevant for professionals who play a role in developing, implementing and managing IT services in order to understand, create and deliver business value. The course is based on the updated ITIL framework dubbed ITIL4.

CMF: Change Management Foundation

The CMF: Change Management Foundation course provides participants with a basic but solid grounding in the Principles of Change Management, as they are summarized in the reference literature.