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Home Courses SDM: Service Desk Manager


SDM: Service Desk Manager

Length: 4 Days    Cost: $2,500 + GST    Version: SDI®

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About this Course

The Service Desk Manager training course runs over four days and leads to the Service Desk Manager qualification. This is a highly interactive course which from the beginning involves students via discussions, exercises and presentations. The course reviews the student's understanding of the Service Desk/Support environment and their pivotal role within the organisation whilst promoting a greater understanding of the current market place and the responsibilities of the Service Desk Manager.

The course reviews current working practices, identifies ways to assess and improve their service offerings in line with best practices and the importance and benefits of having good processes and procedures in place. Additionally, students review the skills, attributes and knowledge required of staff in order to ensure that they can meet the demands of today's Service Desk environment.

Students learn ways to motivate staff, review methods of motivation, identify ways in which they can actively build better relationships with their customers and peers; including methods to develop the team and individuals within the team. Approaches to the recruitment and retention of staff are also reviewed.

Students complete the course having developed plans to improve and enhance the Service Desk function, their own skills and the skills of their team.


SDI's SDM exam and training materials are aimed at individuals who have one to three years of management experience in the support profession. Examples of professional job titles include:

Team Leader

Supervisor I, II, and III

Manager I, II, and III

Senior Manager

Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized Service Desks. They will have a desire to be recognised for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.



At Course Completion

Qualified Service Desk Managers attain a globally recognised qualification which adheres to international standards. The course provides a greater understanding of the crucial role of the Service Desk Manager and how to run an effective support operation, ensuring that the manager works to consistent standards recognised by the industry. The course reviews the six key concepts covered in the standards;The Strategic Role of the Service Desk, Management Competencies, Business Integration, Operational Management, Tools and Technologies, Human Resource and Team Development, on which are based the skills, competencies and knowledge that a Service Desk Manager requires in order to effectively deliver professional and effective support.

The course is based upon the standards and objectives for SDI's Service Desk Manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDM exam. 

There are three key distinctions in regards to responsbility and ownership which we would like to clarify for delegates.  As the training institution, ACE is responsible for delivering the training material and facilitating the exam.  APMG is reponsible for the examination as APMG-International is a leading Examination Institute.  The overall ownership of the material belongs to SDI. 

The SDI's SDM examination candidate terms and conditions can be found at . 

Course Outline

Defining Strategic Requirements
Understand the role of the Service Desk within the context of the organisation's business goalsIdentify the key sources of knowledge and best practice for the support environmentDetermine the design and set-up of a successful support organisation based on proven strategies and known best practices

Business Integration
Learn about the key requirements for a strategically effective Service DeskUnderstand the importance of business and IT integrationUnderstand how to develop clear strategies that demonstrably integrate with and support those of the business and that are designed to take advantage of business opportunitiesUnderstand the importance of and need for goals and objectivesUnderstand the importance of ensuring all staff are aware of the role they play in the business, and why they do itDetermine the type and style of management reporting that best meets the organisations needsDetermine options for staffing plans

Essential Management Skills
Learn about the key skills an effective Service Desk Manager should demonstrateLearn about the commercial management of a Service Desk and the basics of financial managementRecognise the importance of having excellent communication skills Understand the key management behaviours required to enable the Service Desk to deliver on commitments

Service Culture
Recognise and appreciate the importance of understanding our customers expectations and perceptionsUnderstand the benefit of using SLAs effectively as a service quality improvement toolUnderstand the importance of having 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 DeskIdentify the steps required in a project plan Develop a template for project plans

Process Management
Understand the importance of having clear and straightforward processes within the workplaceUnderstand the importance of root cause analysisReview the importance and benefit of customer service process metrics

Operational Processes
Examine the IT Service Management processes (ITSM) processes with which the Service Desk has greater contactUnderstand the Service Desk's responsibility in and relationship with the ITSM processes of: Incident, Problem, IT Change, Release and Deployment, Service Asset and Configuration, Risk, Knowledge, Information Security, IT Service Continuity and Service Level Management

People and Motivation
Understand the power of effective reward and recognition strategiesLearn how to successfully address any performance deficiencies in your teamRecognise what creates motivated staff, and learn how to address absent motivational factorsReview your work environment factors and their impact on staff motivation and behaviour

Recruitment, Retention and Development
Understand important requirements for effective staff recruitmentRecognise the key qualities, skills and knowledge required by today's support professionalIdentify the core business knowledge all staff should possess as a minimumLearn about the importance of a structured approach to training and development

Quality Assurance
Understand the common QA practices used to assess, modify, and improve IT services in order to meet and exceed customer expectationsUnderstand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of the Service Desk's performance

Tools and Technologies
Identify the commonly used Service Desk tools and technologies, their benefits and pitfallsLearn about the benefits of ITSM toolsIdentify 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 Promote the Service Desk to ensure it is recognised for its business benefits

Organisational Leadership
Identify the qualities that make for effective leadership, and how to gain them

Professional Development
Determine how well we manage our time, and develop methods for improving our time management skillsUnderstand the importance of continual personal development, continual learning and of keeping up-to-date with industry developments


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