Service Desk Manager Training

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.

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

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

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 maximize the use of knowledge management
Determine the importance of a good change management process

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 benefits of metrics as part of the customer service processes

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

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

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

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

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