The latest update of the SDM Professional Standards on which this
course is based, expand on previous versions by providing the newest
trends in the ITSM industry, helping service desk professional support
organisations on their digital transformation journeys.
The new SDM Standards provide an end-to-end competency model for the delivery
and operation of tech-enabled IT services and enhance the SDM role, enabling IT
support to play a crucial role in the wider business IT strategy.
Exam: Exam Included (online exam, live procter)
Certificate: SDI Service Desk Manager
Prerequisites: None
Duration: 4 days
Accreditor: PEOPLECERT
Delivery format: online, e-Learning or classroom
Course Materials: Course Book
Delivery format: online or classroom
The Service Desk Manager (SDM) Professional Standard qualification
recognizes an individual’s knowledge of the competencies, requirements and
skills required to manage a service desk.
A person who successfully passes the Service Desk Manager (SDM) exam can be expected to have the skills to:
• Develop and deliver service desk strategies to that fully underpin the organization’s business strategy and objectives
• Demonstrate the key leadership and management competencies needed to be a successful Service Desk Manager
• Interface the service desk with other departments within IT, other processes and other standards to maximise the efficiency and effectiveness of IT
• Create, support and deliver service desk processes and services to deliver exceptional customer and value
This course contains everything that is essential to core roles and
responsibilities of a successful Service Desk Manager:
• Defining strategic requirements: Review the purpose, activities, and
requirements of a successful service desk from a global perspective, discover the
benefits of complying with industry standards and examine ethics in the service
and support environment
• Developing a strategic role: Examine the requirements for creating an effective
service desk strategy that underpins business goals, learn about the purpose and
objectives of vision and missions statements, examine the benefits and challenges
associated with various sourcing models, and review the objectives and activities of
financial management
• The role of the service desk manager: Review the characteristics, skills and
competencies required to be an effective service desk manager, review the roles
and responsibilities of a service desk manager, discuss the reasons why we
should promote the service desk, and review the key activities of a successful
promotion campaign
• Organisational change and project management: Identify the elements of
successful project management and the importance of building persuasive
business cases, example the purpose and benefits of effective organisational
change, identify opportunities for participation in strategic decision making, and
• Teamwork and communication: Review the characteristics of effective teams,
examine the importance of excellent communication skills from a management
perspective, learn the requirements of effective presentation skills, and enhance
listening, information gathering and negotiating techniques
• Staff recruitment, retention & development: Examine the requirements for
effective recruitment strategies, review the features and benefits of a structured
and on-going approach to induction, training and development, and explore the
behaviours required to retain staff, maintain effective working relationships and
address individual performance issues
• Management and leadership: Review the activities of an effective manager and
an effective leader, identify the elements of successful planning and coordinating
activities, and examine the benefits of and how to achieve motivated
teams
• Resilience: Examine the importance of emotional resilience, recognising signs of
positive and negative stress in yourself and your staff, and effective stress
management
• Effective management of resources: Examine the challenges and benefits of
commonly used support delivery methods and technologies, explore the benefits
of workforce management and resource planning models, and discover the
challenges and benefits of adopting self-service
• AI and automation: Identify the benefits and challenges of increasing
automation and AI opportunities within the workplace and explore common
examples of rules-based AI and neural networks
• IT service management: Explore IT service management and its objectives,
recognise the difference between a practice, a process and a procedure, identify
the need to effective practices, processes and procedures and the importance of
following them, and discover ITIL 4 practices and their purpose and place within
the service desk environment
• Quality assurance activities: Review the purpose and objectives of a
comprehensive quality assurance program, identify common quality assurance
practices, examine the purpose, benefits, and methods of interaction monitoring,
and explore the role of benchmarking in the service desk environment
• Managing the customer experience: Discover the importance of managing the
customer experience and the need for a coherent approach, identify
opportunities for capturing feedback, and learn how to use feedback effectively
in decision making
• Management information & performance results: Examine the relationship
between critical success factors (CSFs), key performance indicators (KPIs) and
metrics, and identify a range of service desk metrics and their success criteria
This course is designed for existing
or aspiring service desk managers
and supervisors wishing to develop
their understanding of service
management best practice and the
most efficient ways of running an
effective IT support operation.
It contains the complete service
management tool kit covering
strategy, leadership, employee
development, relationship building,
service improvement, ITSM
processes, performance
measurement, finance and tools
and technologies, and an
internationally recognised SDM
qualification.
For managers there is now more
emphasis on leadership skills and the
importance of providing a clear vision and
purpose even in difficult times, inspiring
teams to rapidly adapt and ensuring they
have a clear framework for decision
making.
The ability to build, motivate and support
teams to give their best has never been
more important. Now more than ever
organisation's need to get the best from
their greatest asset; their people.
• 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.