Service Desk Manager (SDM)
Date(s) - Feb 19,2018 - Feb 23,2018
9:00 am - 5:00 pm
Being an effective Service Desk Manager requires a broad range of talents, from peopleoriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management. The course also looks at the management of support methodologies and technologies and the tools utilised within the Service Desk.
It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Manager can utilise. The course is based upon the standards and objectives for SDI’s Service Desk Manager Qualification and ensures that students are provided with the knowledge, information and tools to take the SDM exam.
Duration 5 day program
Upon completion of this program, participants will be able to:
• Gain a thorough grounding in the skills required to build, lead, motivate and manage a Service
• They will get a guide to the practical Service Desk management tools, tips, standards and support
• They will gain an overview of industry recognized IT Service Management best practices, including ITIL processes Interpret a Profit & Loss Statement and Balance Sheet
• They can achieve an internationally recognized Service Desk Management qualification
The course is designed for both new and experienced Service Desk Managers, team leaders and supervisors. Between 3 and 5 years’ experience of the Service Desk environment is ideal.