This course reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Manager can utilise. This course is based upon the standards and objectives for SDI’s Service Desk Manager qualification and ensures that delegates are provided with the knowledge, information and tools to take the SDM exam.
Service Desk Manager is being used by most of the world’s top multinationals. Service Desk Manager professionals are earning very high salaries when compared with other technologies.With high demand and a number of job opportunities in this field, the following people will get benefited from this course
Service Desk Managers
An in-depth knowledge on Service Desk Manager project which focuses on all the critical components of Service Desk Manager will be provided by our trainer. As a result, you can increase your visibility and increase your efficiency and draw real connections between different components of Service Desk Manager. You will also get the complete material covering all the aspects of this project.
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
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
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
Our trainers have relevant experience in implementing real-time solutions on different queries related to different topics. Mindmajix verifies their technical background and expertise.
We record each LIVE class session you undergo through and we will share the recordings of each session/class.
Trainer will provide the Environment/Server Access to the students and we ensure practical real-time experience and training by providing all the utilities required for the in-depth understanding of the course.
If you are enrolled in classes and/or have paid fees, but want to cancel the registration for certain reason, it can be attained within 48 hours of initial registration. Please make a note that refunds will be processed within 30 days of prior request.
Yes. All the training sessions are LIVE Online Streaming using either through WebEx or GoToMeeting, thus promoting one-on-one trainer student Interaction.
There are some Group discounts available if the participants are more than 2.
As we are one of the leading providers of Live Instructor LED training, We have customers from USA, UK, Canada, Australia, UAE, Qatar, NZ, Singapore, Malaysia, India and other parts of the world. We are located in USA. Offering Online Training in Cities like
New York, New jersey, Dallas, Seattle, Baltimore, Houston, Minneapolis, Los Angeles, San Francisco, San Jose, San Diego, Washington DC, Chicago, Philadelphia, St. Louis, Edison, Jacksonville, Towson, Salt Lake City, Davidson, Murfreesboro, Atlanta, Alexandria, Sunnyvale, Santa clara, Carlsbad, San Marcos, Franklin, Tacoma, California, Bellevue, Austin, Charlotte, Garland, Raleigh-Cary, Boston, Orlando, Fort Lauderdale, Miami, Gilbert, Tempe, Chandler, Scottsdale, Peoria, Honolulu, Columbus, Raleigh, Nashville, Plano, Toronto, Montreal, Calgary, Edmonton, Saint John, Vancouver, Richmond, Mississauga, Saskatoon, Kingston, Kelowna, Hyderabad, Bangalore, Pune, Mumbai, Delhi, Dubbai, Doha, Melbourne, Brisbane, Perth, Wellington, Auckland etc…
The industry-proven and internationally recognised certifications administered by APMG-International on behalf of SDI can help you get ahead throughout your IT support career. The detailed information is available here. The learning path and the project Mindmajix comes up with will be exactly in line with these certification programs which enables you to clear Service Desk Manager certification exams with greater ease and secure a job in top multinationals.