SDI - Service Desk Manager (SDM)

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.

Delegates will gain:

• A thorough grounding in the skills required to build, lead, motivate and manage a Service Desk team
• A guide to the practical Service Desk management tools, tips, standards and support
• An overview of industry recognised IT Service Management best practices, including ITIL V3 processes
• An internationally recognised Service Desk Management qualification

It is strongly recommended that candidates have more than 3 years experience within the Service Desk environment before attending this event.

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.

Vouchers are given for a Prometric examination. The format of this is 60 multiple choice questions to be answered in one hour. The pass mark is 75%, 87.5% achieves a higher mastery pass.

Holders become qualified "SDI – Service Desk Managers"