Overview

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.

Target Audience

The course is designed for both new and experienced Service Desk Managers, team leaders and supervisors. Between 3 and 5 years experience of the Service Desk environment is ideal.

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Prerequisites

It is strongly recommended that delegates have more than 3 years experience within the Service Desk environment before attending this event.

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Learning Outcomes

By the end of this course you will:

  • gain a thorough grounding in the skills required to build, lead, motivate and manage a Service Desk team
  • get a guide to the practical Service Desk management tools, tips, standards and support
  • gain an overview of industry recognised IT Service Management best practices, including ITIL processes
  • achieve an internationally recognised Service Desk Management qualification
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Course Outline

Building the Right Conceptual Model

  • Understand the role of support within the context of the organisations overall mission and strategic business goals
  • Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
  • Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk

Business Integration

  • Understand the importance of business and IT integration
  • Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
  • Understand the importance and need for goals and objectives
  • Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it
  • Determine the type and style of management reporting that best meets the organisation's needs

Service Culture

  • Recognise and understand the importance of understanding our customer's expectations and perceptions
  • Understand the benefit of using SLAs effectively as a service quality improvement tool
  • Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition

Implementation Planning

  • Determine how to develop a project plan to set-up or re-design the Service Desk
  • Identify the steps required in a project plan
  • Understand the importance of effective Process Management
  • Examine the ITSM processes with which the Service Desk has involvement
  • Determine the function of the Service Desk within the problem management process
  • Identify methods for setting priorities
  • Understand ways to maximise the use of knowledge management
  • Determine the importance of a good change management process

Operational Processes

  • Understand the importance of clear and straightforward processes within the workplace
  • Determine the benefits of a problem management process, and its interfaces with other key processes
  • Understand the importance of root cause analysis
  • Review the importance and benefit of metrics as part of the customer service processes

People and Motivation

  • Examine motivational theories and how they apply within the workplace
  • Identify the key skills and attributes required for Service Desk staff
  • Review work environment factors and their impact on staff motivation and behaviour

People Skills and Knowledge

  • Determine different categories of skills and knowledge required by staff
  • Identify the core business knowledge all staff should possess as a minimum
  • Determine the manner in which staff currently acquire their skills and knowledge

Quality Assurance

  • Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectations
  • Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance

Tools and Technologies

  • Identify the commonly used Service Desk tools and technologies, their benefits and pitfalls
  • Examine the various knowledge tools available to the Service Desk
  • Identify which tools we use, which we need and why we need them

Business Mastery

  • Understand the responsibilities of the Service Desk in contributing to IT and business objectives
  • Implement ways to recognize and promote the benefits a Service Desk brings to the business
  • Gain a basic understanding of financial principles and business awareness

Organisational Leadership

  • Identify the skills required for the Service Desk team from the customer's perspective and ours
  • Determine methods to recruit and retain talented staff
  • Identify the qualities that make for effective leadership and how to develop them

Professional Development

  • Determine how well we manage our time and develop ways for improving our time management skills
  • Understand the importance of continual personal development, continual learning and of staying current within the industry
  • Identify techniques for staff assessment and staff development

Certification

Holders become qualified 'SDI™ - Service Desk Managers'

Examination

At the end of the course, delegates receive an exam voucher (by email) for them to book their exam via PeopleCert. The pass mark is 65%.

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Why choose QA

Special Notices

Please note: Due to the current situation with Covid 19 the PeopleCert are offering remotely proctored online exams for all candidates. Once registered by the QA exam administration team you will receive an exam registration email directly from PeopleCert. This email will contain the necessary instruction on how to schedule your exam.

***Please note that due to the current high demand for online exams, there may be limited time slots available. Delegates are invited to contact Peoplecert directly regarding the provision of additional sessions. We would recommend delegates follow this process and re-access the live calendar regularly as Peoplecert will add additional sessions where demand dictates. ***

Dates & Locations

Frequently asked questions

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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

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Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

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How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

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When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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