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Service Desk Manager (SDM) Training

  • SDI Training in luxury nationwide venues
  • Includes pre-course material, manual, exam preparation and certificate
  • Courses delivered by world class SDI Training instructors
  • Book Online or Call 02036038880 to speak to a SDI Training advisor today

Browse our list of upcoming courses below

Book Online or Call 0800 0353 257 to speak to a training advisor

Course Date Venue Duration Price Book Online
Service Desk Manager (SDM)Home Virtual deal - 20% off 22/08/2022 Home Virtual 4 days £2495£1695 Book OnlineEnquire
Service Desk Manager (SDM)Home Virtual deal - 20% off 05/09/2022 Home Virtual 4 days £2495£1695 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 London 4 days £4995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Manchester 4 days £5495 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Birmingham 4 days £5495 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Reading 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Southampton 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Maidstone 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Brighton 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Milton Keynes 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Cardiff 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Belfast 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Dublin 4 days €5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Glasgow 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Edinburgh 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Leeds 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Sheffield 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Aberdeen 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Bristol 4 days £5995 Book OnlineEnquire
Service Desk Manager (SDM) 05/09/2022 Newcastle 4 days £5995 Book OnlineEnquire
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FAQs

  • What publications are available?

    There is the 'Service Desk Certification - A Pocket Guide' is available as a free download

  • What do you provide me on the course?

    We provide pre-course reading, a courseware folder, exam preparation and refreshments

  • Does the course include exams?

    We provide you with an examination voucher which can be used with Thomson Prometric

  • Are there any prerequisites for the course?

    There are no prerequisites for this course

Overview

Course Content

Building the Right Conceptual Mode

Understand the role of support within the context of the organisations overall mission and strategic business goal

Determine the design and set-up of a successful support organisation based on proven strategies and known best practice

Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk

Business Integratio

Understand the importance of business and IT integratio

Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities

Understand the importance and need for goals and objective

Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it

Determine the type and style of management reporting that best meets the organisation’s needs

Service Culture

Recognise and understand the importance of understanding our customer’s expectations and perception

Understand the benefit of using SLAs effectively as a service quality improvement too

Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition

Implementation Planning

Determine how to develop a project plan to set-up or re-design the Service Desk

Identify the steps required in a project plan

Understand the importance of effective Process Management

Examine the ITSM processes with which the Service Desk has involvement

Determine the function of the Service Desk within the problem management process

Identify methods for setting prioritie

Understand ways to maximise the use of knowledge management

Determine the importance of a good change management process

Operational Processes

Understand the importance of clear and straightforward processes within the workplace

Determine the benefits of a problem management process, and its interfaces with other key processes

Understand the importance of root cause analysis

Review the importance and benefit of metrics as part of the customer service processes

People and Motivation

Examine motivational theories and how they apply within the workplac

Identify the key skills and attributes required for Service Desk staf

Review work environment factors and their impact on staff motivation and behaviour

People Skills and Knowledge

Determine different categories of skills and knowledge required by staff

Identify the core business knowledge all staff should possess as a minimum

Determine the manner in which staff currently acquire their skills and knowledge

Quality Assurance

Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectation

Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance

Tools and Technologies

Identify the commonly used Service Desk tools and technologies, their benefits and pitfall

Examine the various knowledge tools available to the Service Desk

Identify which tools we use, which we need and why we need them

Business Mastery

Understand the responsibilities of the Service Desk in contributing to IT and business objective

Implement ways to recognize and promote the benefits a Service Desk brings to the business

Gain a basic understanding of financial principles and business awareness

Organisational Leadership

Identify the skills required for the Service Desk team from the customer’s perspective 

Determine methods to recruit and retain talented staff

Identify the qualities that make for effective leadership and how to develop them

Professional Development

Determine how well we manage our time and develop ways for improving our time management skill

Understand the importance of continual personal development, continual learning and of staying current within the industry

Identify techniques for staff assessment and staff development

What's Included

  • The courseware Book
  • Pre-Course Material
  • Exam preparation
  • Certificate
  • Experienced Instructor
  • Refreshments

Testimonials

There hasn't been any testimonials submitted to this course

Video

We do not currently have a video for this course

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Contact

T.  02036038880
E: info@trainingdeals.co.uk

1 Bell Street, Maidenhead, Berkshire, SL6 1BU