Defining strategic requirements- plan for the strategic development of the service desk within an organization’s overall business goals
Developing a strategic role-define the strategies and techniques for a successful support operation that is integrated with the organization’s overall business goals
Essential management skills- examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behavior and communication
Integrating the service desk- identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option
Promoting the service desk- plan the promotional objectives, strategies and tactics for the service desk
Quality assurance activities- review QA programs and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management
Effective management of tools and technologies- review and evaluate the service desk technology market, ACD, and CTI, service delivery communication channels, self-service and self-healing
Who should attend?
The SDM qualification course is designed 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. Suitable for those with at least three years’ experience in a service desk environment.
SDI Service Desk Manager Certification
Upon successful completion of the training and examination, students will receive the SDI Service Desk Manager certification.