Service Desk Manager Including Exam

An effective service desk manager is required to have a broad range of skills, including people-management abilities, marketing awareness, financial acumen and presentation savviness.

The SDM qualification recognises an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk.

Developed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practices and wish to head an effective support operation. Suitable for those with previous experience in a service desk environment.

Prerequisites

There are no formal prerequisites for this course; however, exposure to service desk environment will be beneficial.

Topics

Lesson 1: Defining Strategic Requirements

Lesson 2: Developing a Strategic Role

Lesson 3: Essential Management Skills

Lesson 4: Integrating the Service Desk

Lesson 5: Promoting the Service Desk

Lesson 6: Quality Assurance Activities

Lesson 7: Effective Management of Tools and Technologies

Lesson 8: Staff Recruitment, Retention and Development

Lesson 9: Professional Development

Lesson 10: Leadership and Management

Lesson 11: IT Service Management Part 2