SDISDM

SDI Service Desk Manager

Course by SDI — 4 Days · Virtual\In Class · Certificate Included

SDI Training

Overview

The SDI Service Desk and Support Manager qualification recognizes an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. The Service Desk and Support Manager exam is based on the SDI SDM standard. The competencies required for each SDI qualification were identified and approved by the SDI International Committee for Individual Standards, a group of industry experts and experienced practitioners from several organizations, in order to:• Establish an international benchmark to recognizes the breadth of knowledge required to successfully fulfil the role• Document the necessary skills• Provide a mechanism to recognizes and develop the breadth of knowledge required for developing individuals aligned to international industry standards• Provide leadership to the IT support industry by providing a recognized qualification in IT customer service and support

Pre-requisites

Prerequisites for passing the exam will be a working and comprehensive knowledge and understanding of the professional demands placed on a Service Desk and Support Manager, the standard process requirements for most support operations and the technology available to Service Desks

Audience

The SDM qualification course is for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and build a set of management skills. This course 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

Who is this for?

This course is designed for Service Management.

Course Outcome

You will be able to: • Develop and deliver service desk and support strategies to fully underpin the organization’s business strategy and objectives • Demonstrate the key leadership and management competencies needed to be a successful • Service Desk and Support Manager - to include operational management, organizational change management, human resources, team development, service desk promotion, risk and financial management • Develop and deliver service desk and support technology strategies to underpin strategic objectives • Interface the service desk with other IT functions, processes and standards to maximize the efficiency and effectiveness of IT • Design, contract and deliver service desk processes and services to deliver exceptional customer service and support

Service Desk Institute, SDI® and the SDI logo® are registered trademarks of Customers International Ltd. Please note that PeopleCert examinations cannot be sold separately and are included in the course pricing. Please read the Peoplecert privacy policy and terms of service policy at: https://www.peoplecert.org/terms-ofservice-and-privacy-polic

Download Outline

Have Questions?

Reach out to us for more details or specific queries.

Course Features

Duration 4 Days
Language English
Delivery Virtual\In Class
Certificate Yes
Availability Contact us for dates

Explore More

Similar Courses

Continue your learning journey with these related courses from SDI.

SDI

SDI Service Desk Manager

Overview

Pre-requisites

Audience

Who is this for?

Course Outcome

Course Features

Similar Courses

SDI® Service Desk and Support Analyst (Exam Included)

SDI Service Desk Manager (Exam Included)

SDI Service Desk and Support Analyst

Peoplecert Courses-Appeals & Complaints Policy

Stay ahead in South African IT.