SDI® - Service Desk Manager
4 Day Course

The Service Desk Manager (SDM) qualification recognizes an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. SDM provides a thorough understanding of service desk management and leads to a globally recognised qualification. An SDM...  READ MORE

Price: £1,185 * (including exam)

  • Course:SDI-M ( £995 )
  • Exam:SDI® Service Desk Manager ( £190 )

  • * Initial price shown is the base price for courses at Heywood.
    Other venues may have additional supplements.

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(Prices exclude VAT which will be added at the prevailing rate.)

SDI® - Service Desk Manager

Description

The Service Desk Manager (SDM) qualification recognizes an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. SDM provides a thorough understanding of service desk management and leads to a globally recognised qualification.

An SDM certified professional will be able to demonstrate:

  • 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.

Who is it for?

This qualification is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation. It is suitable for those with at least three years experience in a service desk environment.

Examples of professional job titles include:

  • Team Leader
  • Supervisor
  • Service Desk Manager
  • Support Manager
  • Service Delivery Manager
  • Customer Service Manager
  • Service Manager

Topics

The following topics are covered on the SDI Managers course:

  1. Policy & Strategy
    • The Service Desk
    • Service Desk Best Practice
    • Global Service Desk Perspective
    • Service Ethics
    • Corporate Social Responsibility
    • Strategic Development
    • Vision, Mission and Critical Success Factors
    • Implementing Strategic Vision
    • Sourcing Models
    • Financial Management
  2. Leadership & Management
    • Leadership and Management
    • The role of the Service Desk Manager
    • Promoting the Service Desk
    • Organizational Knowledge
    • Organizational Change Management
    • Project Management
    • Teamwork
    • Communication Skills
    • Listening Skills
    • Information Gathering Methods
    • Negotiation Skills
  3. People Management
    • Recruitment
    • Staff Induction and Training
    • Retention
    • Management
    • Leadership
    • Mentoring
    • Coaching
    • Professional Development
    • Resilience
  4. Resources
    • Service and Support Delivery Model
    • Workforce Management
    • Self-service
    • Automation
    • Artificial Intelligence
    • Cloud Computing
    • Social Media
  5. Practices, Processes, Procedures
    • Information Technology Service Management (ITSM)
    • Incident Management
    • Service Request Management
    • Problem Management
    • Change Enablement
    • Release Management
    • Deployment Management
    • IT Asset Management
    • Service Configuration Management
    • Knowledge Management
    • Information Security Management
    • Service Continuity Management
    • Service Level Management
    • Service Catalog Management
    • Quality Assurance Program
  6. Management Information & Performance results
    • Managing the Customer Experience
      Management Information & Metrics
       

 

Examination

  • Multiple choice
  • 80 questions per paper
  • 52 marks required to pass - 65%
  • 70 marks required to achieve higher mastery - 87%
  • 90 minutes duration
  • Closed book.

Pre-Requisites

Prerequisites for passing the exam will include a working knowledge and understanding of the demands placed on a service desk, the standard process requirements for many support operations and the technology available to service desk staff. Individuals should not attempt to take the exam unless they:

  • Have a working knowledge of the IT service and support industry
  • Have a practical knowledge of the Service Desk Manager (SDM) Professional Standard
  • Have a strong desire to progress in the IT service and support industry

Recommended Follow-Up Training

ITIL® Managing Professional certification. 

Dates For SDI® - Service Desk Manager

Heywood (Manchester)

  • 10-13 January 2022
  • 4-7 April 2022
  • 27-30 June 2022

VIRTUAL training

  • 15-18 November 2021
  • 7-10 March 2022
  • To book any of these dates, please see below.

Availability and pricing for SDI® - Service Desk Manager:

Please Note: Exam fees (where applicable) are included in the prices quoted.

10-13 January 2022 - Heywood (Manchester)

£1,185

4-7 April 2022 - Heywood (Manchester)

£1,185

27-30 June 2022 - Heywood (Manchester)

£1,185

15-18 November 2021 - VIRTUAL training

£1,185

7-10 March 2022 - VIRTUAL training

£1,185