Overview

This interactive four-day SDM qualification 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.

The training will provide a thorough grounding in the skills required to lead, motivate and manage a service desk team. The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies will also be provided as part of the course.

Candidates will achieve an internationally recognised SDM qualification from APMG International and the ability to master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success.

This course is provided in partnership with Sapience Consulting Pte. Ltd.

Skills Covered

This course contains everything that is essential to core roles and responsibilities of a successful Service Desk Manager:

  • Defining strategic requirements
  • Developing a strategic role
  • The role of the service desk manager
  • Organizational change and project management
  • Teamwork and communication
  • Staff recruitment, retention & development
  • Management and leadership
  • Effective management of resources
  • AI and automation
  • IT service management
  • Quality assurance activities
  • Managing the customer experience
  • Management information & performance results

Who Should Attend

Individuals who 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. Suitable for those with at least three years experience in a service desk environment.

Course Curriculum

Prerequisites

There are no pre-course reading materials needed for taking the Service Desk Analyst training.

Download Syllabus

Course Modules