Course Details
Course Code: SDM; Instructor-led
Audience
This SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management skills. Suitable for those with at least three years’ experience in a service desk environment.
Prerequisites
SDI® Service Desk Analyst and one to three years of service desk management experience.
Methodology
This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.
Course Objectives
This interactive five-day SDM qualification 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.
Suitable for those with at least three years experience in a service desk environment.
Following the completion of the course, delegates will have:
- 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 from APMG international®.
Outlines
Module 1: Defining Strategic Requirements
Plan for the strategic development of the service desk to support an organisation’s overall business goals.
Module 2: Developing a Strategic Role
Define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.
Module 3: Essential Management Skills
Examine key commercial management skills including integrating IT service, financial management, managing behaviours and communication
Module 4: Integration the Service Desk
Identify the need for relationship and network building.
Module 5: Promoting the Service Desk
Understanding the promotional tool-kit available to the service desk.
Module 6: Quality Assurance Activities
Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models.
Module 7: 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.
Module 8: Staff Recruitment, Retention and Development
Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.
Module 9: Professional Development
Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.
Module 10: Leadership and Management
Discover how to be an effective leader and manager, improve your professional development, and hone your teamwork, coaching, mentoring and stress management skills.
Module 11: IT Service Management
Examine service desk responsibilities in key ITIL® processes.
