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Service Desk Manager (SDM)

This course will cover everything you need to master service desk management with lasting success and develop your career with a globally recognized qualification.

This four-day course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practices and how to run an effective support operation.

Course Modules

Defining Strategic Requirements

Plan for the strategic development of the service desk to support the organization’s overall business goals.

Developing a Strategic Role

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

Essential Management Skills

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

Integrating the Service Desk

Identify the need for relationship and network building.

Promoting the Service Desk

Understand the promotional tool-kit available to the service desk.

Quality Assurance Activities

Review QA programs and practices including satisfaction surveys, benchmarking, monitoring methods, and service delivery models.

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.

Staff Recruitment, Retention and Development

Examine effective recruitment programs, staff development, effective relationships with teams and individuals, and behavior and performance management.

Professional Development

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

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.

IT Service Management

Examine service desk responsibilities in key ITIL® processes.

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