Course Summary

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 SDI™’s Service Desk Manager qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDM exam.

Certified Service Desk Manager (CSDM) Course Outline

This course has been carefully designed to provide Service Desk Managers and Supervisors with a coherent understanding of the Service Desk and Support Environment. This course is set out in a modular format:

Module 1: Defining Strategic Requirements
• Define Service Desk
• Roles and Responsibilities of Service Desks
Strategy Planning
• Best Practices

Module 2: Developing a Strategic Role
• Service Strategy
• Service Generation

Module 3: Essential Management Skills
• Introduction to Essential Management Skills
• Individual Change Readiness
• Creating a Change Management Plan
• Dealing with Resistance
• Communication Techniques
• Effective Communication Skills
• Problems with Communication
• Handling Users
• Improving Your Verbal and Email Communication
• Internal Communication
• Common and Overcoming Barriers to Communication
• AIDA Model
• Effective Communication Guidelines

Module 4: Integrating the Service Desk
• Importance of Effective Work Relationships
• Continual Service Improvement Model
• Activities Supporting CSI

Module 5: Promoting the Service Desk
• Overview of Promoting the Service Desk
• Principles of Stakeholder Engagement
• Strategies for Mobilising Stakeholders

Module 6: Quality Assurance Activities
• Introduction
• Purpose of Customer Feedback
• Ways to Collect Customer Feedback
• Importance of Customer Satisfaction Surveys

Module 7: Effective Management of Tools and Technologies
• Automated Call Distribution (ACD)
• Computer Telephony Integration (CTI)
• Benefits of Self-Service

Module 8: Staff Recruitment and Retention
• Introduction to Staff Recruitment and Retention
• Devising an HR Agenda and Strategy
• HR Policy Documentation
• Creating an HR Policy Manual
• HR Policy Reviews

Module 9: Professional Development
• Introduction
• Benefits of Professional Development
• Coaching and Mentoring
• Benefits of Coaching and Mentoring

Module 10: Leadership and Management
• Defining Management
• What is the Role of the Manager?
• Descriptions of the Role of a Manager
• Responsibilities of a Manager
• Objectives of a Manager
• Discuss
• Succeeding as a Manager
• Useful Skills to Have
• Types of Management Style
• Leadership Vs Management
• Qualities of a Good Leader
• Visionary Leaders
• Connective Leaders
• Storytellers
• Adaptive Leaders
• Transformational Vs Transactional
• Dispersed Leadership
• Goleman – Leadership Styles
• Choosing the Appropriate Leadership Style in Any • Given Situation
• Situational Leadership
• Leadership and Management

Module 11: IT Service Management
• Introduction to ITSM
• Key Concepts
• Guiding Principles
• ITSM Framework
• Problem Management

Module 12: Service Management Framework
• Service Life Cycle
• Core Component
• Service Strategy
• Service Transition
• Service Operation

There are no prerequisites to this course. However, some prior experience in Service Desk or IT support roles would be beneficial.

Certified Service Desk Manager (CSDM) Exam Information To achieve the Certified Service Desk Manager (CSDM), candidates will need to sit for an examination. The exam format is as follows: Question Type: Multiple Choice Total Questions: 40 Total Marks: 40 Marks Pass Mark: 65%, or 26/40 Marks Duration: 60 Minutes Open Book/ Closed Book: Closed Book

Following your booking, a confirmation message will be sent to all participants, ensuring you're well-informed of your successful enrollment. Calendar placeholders will also be dispatched to assist you in scheduling your commitments around the course. Rest assured, all course materials and access to necessary labs or platforms will be provided no later than one week before the course begins, allowing you ample time to prepare and engage fully with the learning experience ahead.

Our comprehensive training package includes all the necessary materials and resources to facilitate a full learning experience. Enrollees will be provided with detailed course content, encompassing a wide array of topics to ensure a thorough understanding of the subject matter. Additionally, participants will receive a certificate of completion to recognize their dedication and hard work. It's important to note that while the course fee covers all training materials and experiences, the examination fee for certification is not included but can be purchased separately.

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