www.servicedeskinstitute.com Open in urlscan Pro
2606:4700:3035::ac43:be09  Public Scan

Form analysis
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SERVICE DESK MANAGER - VIRTUAL

18-21 July 2022
Book Now!
Questions?
 * Virtual - at your PC
 * 4 Days
 *  Members Price: £1765 LOGIN
 *  Non-Members Price: £2077

MASTER THE KEY AREAS OF SERVICE DESK MANAGEMENT, GAIN THE GLOBALLY RECOGNISED
SERVICE DESK MANAGER QUALIFICATION AND LEAD YOUR TEAM TO LASTING SUCCESS.

The Service Desk Manager course provides a thorough understanding of service
desk management and leads to a globally recognised professional qualification.
This short video explains how this course will ensure you gain the skills needed
to steer your service desk to success.

VIRTUAL COURSE

This is a fully interactive, instructor-led training experience hosted through
SDI’s online training portal. Each delegate is provided with all of the
resources and workbooks they need plus a collaborative workspace where they can
share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide
delegates through the easy-to-use virtual training environment making sure every
attendee is comfortable with the tools and environment.



4:32









SDM Course Overview

This course contains everything that is essential to core roles and
responsibilities of a successful Service Desk Manager:



 * Defining strategic requirements: 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
 * Developing a strategic role: examine the requirements for creating an
   effective service desk strategy that underpins business goals, learn about
   the purpose and objectives of vision and missions statements, examine the
   benefits and challenges associated with various sourcing models, and review
   the objectives and activities of financial management
 * The role of the service desk manager: 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, and review the key activities of a
   successful promotion campaign
 * Organisational change and project management: identify the elements of
   successful project management and the importance of building persuasive
   business cases, example the purpose and benefits of effective organisational
   change, identify opportunities for participation in strategic decision
   making, and review the knowledge requirements to build good strategic
   awareness
 * Teamwork and communication: 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
 * Staff recruitment, retention & development: examine the requirements for
   effective recruitment strategies, review the features and benefits of a
   structured and on-going approach to induction, training and development, and
   explore the behaviours required to retain staff, maintain effective working
   relationships and address individual performance issues
 * Management and leadership: 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
 * Resilience: examine the importance of emotional resilience, recognising signs
   of positive and negative stress in yourself and your staff, and effective
   stress management
 * Effective management of resources: 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
 * AI and automation: identify the benefits and challenges of increasing
   automation and AI opportunities within the workplace and explore common
   examples of rules-based AI and neural networks
 * IT service management: 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
 * Quality assurance activities: 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
 * Managing the customer experience: 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
 * Management information & performance results: 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

Who should attend?

This interactive four-day qualification 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.

This course is suitable for those with at least three years experience in a
service desk environment.

Learning Outcomes

At the end of this course, delegates will gain:

A thorough grounding in the skills required to lead, motivate and manage a
service desk team.
The complete service desk management toolkit covering strategy, leadership,
employee development, relationship building, service improvement, ITSM
processes, performance measurement, finance and tools and technologies.
An internationally recognised SDM qualification from Peoplecert.
A new network of colleagues in similar roles from other organisations

About Our Trainers

This course will be delivered by an experienced trainer who combines service
desk knowledge and real-world experience with the latest learning techniques.
That’s why we are the choice of so many of the UK and Europe’s most successful
service desks.

“I thoroughly enjoyed the experience and found the course very informative. As
well as learning the standards, it gave me more confidence in my role. It was
great to meet other people from different areas and discuss different ideas and
opinions. I feel that I am more in tune with what my analysts do and how they do
it, helping us work together.“

– Cindy Sikkema-Bridger, Customer Service Co-ordinator, Brett Group

Course Requirements

Every delegate will need:

Microsoft Windows based PC with broadband connection
Internet Explorer 6.x or 7.x
Browser with ActiveX controls and VBScript enabled
You may need administrative permission on the PC to allow the download of
additional software (if required)
Headset or speaker for your telephone for comfort
Quiet place to work
The courseware and hand-outs provided by SDI

Course Preparation

Prior to attending the online course, delegates are sent a full training course
manual and hand-out pack containing the latest SDM Professional Standards.

In addition, delegates are given details of the virtual room to test their setup
before the training begins.

Book Now!



RELATED COURSES

Senior Analyst to Team Leader
22-23 November 2022

London - Bonhill House
Learn More
Service Desk Manager
07-10 November 2022

London - Bonhill House
Learn More
Service Desk Manager - Virtual
12-15 December 2022

Virtual - at your PC
Learn More
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