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SDI - Service Desk Manager (SDM)

Course Details

Name SDI - Service Desk Manager (SDM)
Start Date:
Working Days:
£999.00 +vat
Course ID:


This four-day Service Desk & Support Manager course is focused on equipping support managers with the essential skills required to manage, improve and deliver a service desk function. The course also looks at support methodologies and technologies; tools utilised within the Service Desk; staffing considerations; social media in the service desk; Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and developing effective problem solving skills within the team. It is based upon the standards and objectives for SDI’s Service Desk & Support Manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDI-M exam.

The SDI® Service Desk & Support Manager course would suit candidates working in the following professions or areas:

  • Support Managers
  • Service Desk Managers
  • Client Managers
  • Desktop Managers
  • Customer Support Managers
  • Technical Support Managers
  • Service Centre Managers


The course consists of lectures, exercises, discussions, examination practice and technique and culminates with the examination.


Designed for both new and experienced service desk managers, team leaders and supervisors with between 3 and 5 years experience of the service desk environment. 

Course Content


Functioning effectively as a Service Desk & Support Manager requires a broad range of skills and abilities. These talents range from people-management abilities, relationship management and logistical awareness to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk & Support Management. The course also investigates the management of support methodologies and technologies and the tools utilised within the Service Desk and support teams.

After attendance on this course, candidates will recognise and understand the importance of understanding our customer’s expectations and perceptions, along with understanding the benefit of using SLAs effectively as a service quality improvement tool. Critically, candidates will learn about the importance of a reward and recognition strategy and identify some different methods of reward and recognition. Specifically, this course covers the following key Service Desk and Support Management Skills:

  • Implementation Planning
  • Operational Processes
  • People and Motivation
  • People Skills and Knowledge
  • Quality Assurance
  • Business Awareness and Interrelationships
  • Organisational Leadership
  • Professional Development

The Service Desk is fast becoming critical to the IT organisation; what was once seen as place to simply capture and deal with faults and issues has quickly become a strategic differentiator for many organisations.

Manchester - Heywood


The Training Centre at Byron House, Heywood, Lancs has recently been refurbished to a very high standard and features state of the art training facilities.

Every training room is equipped with both air conditioning and forced fresh air systems – contributing to your comfort and alertness - significantly improving your ability to absorb and retain your training. FREE hot and cold drinks are available all day and you will be offered a freshly prepared, hot lunchtime meal served in our continental style student lounge - such a refreshing change from the ubiquitous hotel buffet!

Librarian Room                                     Byron House Liberator Lounge    




Byron House
Green Lane
OL10 2DY



Byron House is located in Heywood. It is a short distance from the M62 motorway and offers ample free and secure parking. For those preferring to travel by train, Rochdale train station is only a 10 minute taxi ride away.

From the Motorway

Leave the M62 at junction 19 and take the A6046 towards Heywood. At the second mini roundabout turn left into Coronation Avenue, and then at the T junction, turn right onto Manchester Road. Green Lane is about half a mile along this road on the right, immediately after a church. Byron House is then immediately after the level crossing on the right.

From Manchester

Follow the A664 (Rochdale Road) from the Rochdale side of Manchester to Middleton, and then take the A6046 (Hollin Lane) to Heywood. Once you get to junction 19 of the M62, the directions continue as for reaching us from the motorway.


  • Multiple choice
  • 60 questions per paper
  • 39 marks required to pass (out of 60 available) - 65%
  • 60 minutes duration
  • Closed book

Recommended Follow-Up Training

ITIL® Expert certification. 

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