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
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