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Service Desk Manager (Exam Included)
Course Code: SM-SDM
The Service Desk Manager course provides a thorough understanding of Service Desk Management, a professional internationally recognised qualification, issued by PeopleCert, and equips them with the skills and knowledge essential to effectively manage a Service Desk team and operations. Ensuring your Service Desk is delivering excellent customer service, operating efficiently and aligned to business strategy are just some of the topics covered in this course. You’ll also learn more around leadership and team management.
This course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation.
There are no specific pre-requisites, however experience in a service desk environment will be beneficial.
After completing this course, students will be able to:
- Develop and deliver service desk and support strategies to fully underpin the organization’s strategy and required business outcomes.
- Demonstrate the key leadership and management competencies needed to be a successful service desk and support manager.
- Design and employ a continual service improvement quality assurance program.
- Recruit and retain staff using structured methods to develop and enhance their skills.
- Employ leadership and management skills to coach, mentor, and motivate staff.
This course is designed to prepare delegates to write the Service Desk Manager exam.
- Exam Format: 80 questions, multiple choice examination
- Duration: 90 minutes to complete this exam
- Pass Score: 52 marks required to pass (out of 80 available)
- Closed Book
Successfully passing this exam will result in the attainment of the Service Desk Manager Certification.
Modules
- Review the purpose, activities, and requirements of a successful Service Desk from a global perspective.
- Discover the benefits of complying with industry standards and examine ethics in the service and support environment.
- Examine the requirements for creating an effective Service Desk strategy that underpins business goals.
- Learn about the purpose and objectives of vision and mission statements, examine the benefits and challenges associated with various sourcing models, and review the objectives and activities of financial management.
- Review the characteristics, skills and competencies required to be an effective Service Desk Manager.
- Review the roles and responsibilities of a Service Desk Manager, discuss the reasons why we should promote the Service Desk.
- Review the key activities of a successful promotion campaign.
- Identify the elements of successful project management and the importance of building persuasive business cases.
- Review the characteristics of effective teams.
- Examine the importance of excellent communication skills from a management perspective.
- Learn the requirements of effective presentation skills, and enhance listening, information gathering and negotiating techniques.
- Examine the requirements for effective recruitment strategies, review the features and benefits of a structured and on-going approach to induction, training and development.
- Explore the behaviours required to retain staff, maintain effective working relationships and address individual performance issues.
- Review the activities of an effective manager and an effective leader.
- Identify the elements of successful planning and co-ordinating activities and examine the benefits of and how to achieve motivated teams.
- Examine the importance of emotional resilience.
- Recognising signs of positive and negative stress in yourself and your staff, and effective stress management.
- Examine the challenges and benefits of commonly used support delivery methods and technologies.
- Explore the benefits of workforce management and resource planning models and discover the challenges and benefits of adopting self-service.
- Identify the benefits and challenges of increasing automation and AI opportunities within the workplace.
- Explore common examples of rules-based AI and neural networks.
- Explore IT Service Management and its objectives, recognise the difference between a practice, a process and a procedure.
- Identify the need to effective practices, processes and procedures and the importance of following them, and discover ITIL 4 practices and their purpose and place within the service desk environment.
- Review the purpose and objectives of a comprehensive quality assurance program, identify common quality assurance practices, examine the purpose, benefits, and methods of interaction monitoring, and explore the role of benchmarking in the Service Desk environment.
- Discover the importance of managing the customer experience and the need for a coherent approach, identify opportunities for capturing feedback, and learn how to use feedback effectively in decision making.
- Examine the relationship between critical success factors (CSFs), key performance indicators (KPIs) and metrics, and identify a range of service desk metrics and their success criteria.