SDI Service Desk Manager - SDM

It is strongly recommended that delegates have more than 3 years experience within the Service Desk environment before attending this event.

By the end of this course you will:

• gain a thorough grounding in the skills required to build, lead, motivate and manage a Service Desk team
• get a guide to the practical Service Desk management tools, tips, standards and support
• gain an overview of industry recognised IT Service Management best practices, including ITIL processes
• achieve an internationally recognised Service Desk Management qualification

Building the Right Conceptual Model

• Understand the role of support within the context of the organisations overall mission and strategic business goals
• Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
• Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk

Business Integration

• Understand the importance of business and IT integration
• Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
• Understand the importance and need for goals and objectives
• 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 perceptions
• Understand the benefit of using SLAs effectively as a service quality improvement tool
• 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 priorities
• 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 workplace
• Identify the key skills and attributes required for Service Desk staff
• 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 expectations
• 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 pitfalls
• 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 objectives
• 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 and ours
• 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 skills
• Understand the importance of continual personal development, continual learning and of staying current within the industry
• Identify techniques for staff assessment and staff development

Certification

Holders become qualified 'SDI™ - Service Desk Managers'

Examination

At the end of the course, delegates receive an exam voucher (by email) for them to book their exam via PeopleCert. The pass mark is 65%.