Home Specialist skills Service Management SDI Service Desk Manager - SDM
SDI Service Desk Manager - SDM
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Gain a thorough grounding in the skills required to build, lead, motivate and manage a Service Desk team
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Get a guide to the practical Service Desk management tools, tips, standards and support
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Gain an overview of industry recognised IT Service Management best practices, including ITIL processes
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Achieve an internationally recognised Service Desk Management qualification.
Overview
Off the shelf (OTS)
Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management. 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 SDIâ„¢'s Service Desk Manager qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDM exam.
Delivery method
Face to face
Virtual
Course duration
24 / 28 hours
Competency level
Working
Delivery method
-
Face to face
-
Virtual
Course duration
24 / 28 hours
Competency level
-
Working
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