An effective service desk manager is required to have a broad range of skills, including people-management abilities, marketing awareness, financial acumen and presentation savviness.
An SDM certified professional will be able to demonstrate:
- A thorough grounding in the skills required to lead, motivate and manage a service desk team.
- The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
- An internationally recognised SDM qualification.
It is strongly recommended that delegates have more than 3 years’ experience within the Service Desk environment before attending this event.
Who should attend:
The SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and build a set of management skills.
Exam:
- Exam is administered by Service Desk Institute / Axelos.
- The exam is 90 minutes in duration. It is a closed book exam.
- A passing mark of 65% is required to receive your certificate. An exam review is included in the course to help prepare attendees for the final exam.
CORE DOMAIN 1: POLICY AND STRATEGY
- Topic 1: Service Desk.
- Topic 2: Best Practice.
- Topic 3: Application of Best Practices.
- Topic 4: Global Service Desk Perspective.
- Topic 5: Service Ethics.
- Topic 6: Corporate Social Responsibility.
- Topic 7: Strategic Development.
- Topic 8: Vision, Mission and Critical Success Factors.
- Topic 9: Implementing Strategic Vision.
- Topic 10: Sourcing Models.
- Topic 11: Financial Management.
CORE DOMAIN 2: LEADERSHIP AND MANAGEMENT
- Topic 1: Leadership and Management.
- Topic 2: The role of SDM.
- Topic 3: Promoting the SD.
- Topic 4: Organizational Knowledge.
- Topic 5: Organizational Change Management.
- Topic 6: Project Management.
- Topic 7: Team Work.
- Topic 8: communication Skills.
- Topic 9: Listening Skills.
- Topic 10: Information Gathering Methods.
- Topic 11: Negotiation Skills.
CORE DOMAIN 3: PEOPLE MANAGEMENT
- Topic 1: Recruitment.
- Topic 2: Staff Induction and Training.
- Topic 3: Retention.
- Topic 4: Management.
- Topic 5: Leadership.
- Topic 6: Mentoring.
- Topic 7: Coaching.
- Topic 8: Professional Development.
- Topic 9: Resilience.
CORE DOMAIN 4: RESOURCES
- Topic 1: Service and Support Delivery Methods.
- Topic 2: Workforce Management.
- Topic 3: Self Service.
- Topic 4: Automation.
- Topic 5: Artificial Intelligence.
- Topic 6: Cloud Computing.
- Topic 7: Social Media.
CORE DOMAIN 5: PRACTICES, PROCESSES AND PROCEDURE
- Topic 1: IT Service Management.
- Topic 2: Incident Management.
- Topic 3: Service Request Management.
- Topic 4: Problem Management.
- Topic 5: Change Enablement.
- Topic 6: Release Management.
- Topic 7: Deployment Management.
- Topic 8: IT Asset Management.
- Topic 9: Service Configuration Management.
- Topic 10: Knowledge Management.
- Topic 11: Information Security Management.
- Topic 12: Service Continuity Management.
- Topic 13: Service Level Management.
- Topic 14: Service Catalogue Management.
- Topic 15: Quality Assurance Program.
CORE DOMAIN 6: MANAGEMENT INFORMATION AND PERFORMANCE RESULTS
- Topic 1: Managing the Customer Experience.
- Topic 2: Management Information and Metrics.
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