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Service Desk Manager (SDM) London
Service Desk Manager (SDM) Training
- SDI Training in luxury nationwide venues
- Includes pre-course material, manual, exam preparation and certificate
- Courses delivered by world class SDI Training instructors
- Book Online or Call 02045797300 to speak to a SDI Training advisor today
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FAQs
What publications are available?
There is the 'Service Desk Certification - A Pocket Guide' is available as a free download
What do you provide me on the course?
We provide pre-course reading, a courseware folder, exam preparation and refreshments
Does the course include exams?
We provide you with an examination voucher which can be used with Thomson Prometric
Are there any prerequisites for the course?
There are no prerequisites for this course
Overview
Course Content
Building the Right Conceptual Mode
Understand the role of support within the context of the organisations overall mission and strategic business goal
Determine the design and set-up of a successful support organisation based on proven strategies and known best practice
Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk
Business Integratio
Understand the importance of business and IT integratio
Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
Understand the importance and need for goals and objective
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 perception
Understand the benefit of using SLAs effectively as a service quality improvement too
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 prioritie
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 workplac
Identify the key skills and attributes required for Service Desk staf
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 expectation
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 pitfall
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 objective
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
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 skill
Understand the importance of continual personal development, continual learning and of staying current within the industry
Identify techniques for staff assessment and staff development
What's Included
- The courseware Book
- Pre-Course Material
- Exam preparation
- Certificate
- Experienced Instructor
- Refreshments
Testimonials
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Video
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