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 suppor
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
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
ou 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
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