SDI Service Desk Manager (SDM) Training Course

Service Desk management is an essential part of delivering consistent IT Service Levels, so if you are a service desk operator, specialist or manager seeking professional development and recognition of your skills, then the SDI Service Desk Manager course is for you.

By achieving this popular and internationally recognised SDI certification you will gain a thorough grounding in the skills required to lead, motivate and manage a service desk team, plus get a complete service desk management tool kit covering strategy, leadership, employee
development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.

This internationally recognised SDI Service Desk Manager certification consists of 11 modules which will support you to successfully manage a service desk for many years to come:

Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals.

Developing a strategic role – define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.

Essential management skills – examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behaviours and communication.

Integrating the service desk – identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option.

Promoting the service desk – plan the promotional objectives, strategies and tactics for the service desk.

Quality assurance activities – review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management.

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.

Staff recruitment, retention and development – examine effective recruitment programmes, core skills, staff development, effective relationships with teams and individuals.

Motivation – establish reward and recognition strategies, employee and customer satisfaction programmes, performance management, staff motivation, work environment.

Leadership and management – discover how to be an effective leader and manager, improve your professional development, and hone teamwork, coaching, mentoring and stress management skills

This interactive 4 day virtual classroom 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.

Ideally you will have at least three years experience in a service desk environment to complete this SDI Service Desk Manager training

Duration of 1 hour
Multiple choice
60 questions
Pass mark of 65% – 39 marks required to pass out of 60 available
Closed book

As experts in delivering project management training through a range of study styles, your success is key to our success. We understand how people learn, we know how to train people to pass exams, we employ the best trainers and specialise in small class sizes to help you get the best from your investment. So, if you’re looking to enhance your project management skills and ensure you pass first time, Training ByteSize is a name you can trust.

As a family run business, project and programme management training is in our blood, and so is innovation. Our founders have been part of the industry since the 1990’s, specifically founding Key Skills and developing the world’s first accredited e-learning course for PRINCE2.

Today we are proud to continue with world firsts; with second generation Victoria at the helm, she had led Training ByteSize to ensure were the first company to develop and deliver e-learning options for accredited courses including Business Analysis Foundation, ITIL4, and AgilePM. When we say we’re experts in project management training, we really do mean it.

5 George House, Princes Court,
Beam Heath Way, Nantwich,
Cheshire CW5 6GD

Training teams is what we do really well, so if you have more than one person to train it may be more cost effective for you to consider our corporate solutions. Courses are offered online, on-site or virtually; there are so many options so it’s best for you to email us at learning@trainingbytesize.com with your requirements and we will send you a tailored quote.

Virtual classroom learning with Training ByteSize

Our Virtual Course platform delivers accredited and certified training, led by leading subject matter experts, direct to your home, mobile, computer or office without the hassle of travelling or staying away. It is so easy to fit in an online class into your busy schedule; simply log in from home, the office, or even while you are travelling.

Students can ask questions using a headset, webcam or a chat window, and get their questions answered, just like in a traditional classroom. Questions can be lined up and answered at intervals, without interrupting the teacher’s flow of thought. There is no difference in the level of interaction – in fact distractions are significantly reduced because of this way of teaching. Our trainers have a minimum of 10 years training experience, plus have previously run and managed live projects, so have real-life experience they bring to the virtual session.

Download our virtual classroom course brochure to find out more.

If you would like to find out more about this option please complete this short form and we’ll come right back to you.

SDI Service Desk Manager (SDM) Training Course

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