SDM: Service Desk Manager | IT Training & Certification | Info Trek
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SDM: Service Desk Manager


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RM 5900.00
  1. 4 Days
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  2. Certificate of Attendance available
  1. 4 Days
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SDM: Service Desk Manager


Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills.

This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management.

This course is designed to provide service desk managers and supervisors with an understanding of the service desk and support environment as well as promoting a greater understanding of the current market place and the responsibilities of a service desk manager.


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. Suitable for those with at least three years’ experience in a service desk environment.


SDI® Service Desk Analyst and 1 to 3 years of service desk management experience.


This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.


This interactive 5 days SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk manager best practice and how to run an effective support operation.

Suitable for those with at least 3year 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 recognized SDM qualification from APGM international®.

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Module 1: Defining Strategic Requirements
Plan for the strategic development of the service desk to support an organization’s overall business goals.
Module 2: Developing a Strategic Role

Define the strategic and techniques for a successful support operation that is integrated with the organization’s overall business goals.

Module 3: Essential Management Skills

Examine key commercial management skills including integrating IT services, financial management, managing behaviours and communication.

Module 4: Integrating the Service Desk

Identify the need for relationship and network building.

Module 5: Promoting the Service Desk

Understand 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, behavior and performance.

Module 9: Professional Development

Recognize the importance of on-going development for yourself and your team and explore coaching, mentoring and stress management.

Module 10: Leadership and Management

Discover how to be an effective leader and manager, improve your professional development, and hone your homework, coaching, mentoring and stress management skills.

Module 11: IT Service Management

Examine service desk responsibilities in key ITIL® processes.

Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Kui Tze Lin

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia's premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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