SDI Service Desk Manager (v9)

工作坊描述

This comprehensive workshop prepares you for the globally recognized Service Desk Manager (SDM) certification, equipping you with the tools to run a high-performing support operation and take the next step in your career. You will explore the core skills and competencies needed to be an effective Service Desk Manager, including defining strategic requirements, fostering teamwork and communication, and enhancing both customer and employee experience. The course also covers resource management, continual service improvement, AI and automation, performance metrics, and IT Service Management practices. By strengthening your leadership skills and mastering service desk best practices, you will be ready to unlock senior roles such as IT Service Manager, Service Delivery Manager, or Service Desk Team Leader. 培训时间表

Learning outline

Roles and responsibilities

Explore the core skills and competencies needed to be an effective Service Desk Manager.

Defining strategic requirements

Review the purpose, activities, and requirements of a successful Service Desk, the role of industry standards, and examine ethics in a service and support environment.

Teamwork and communication

Examine the characteristics of high-performing teams and the importance of being an effective communicator. Improve your listening and information gathering skills, and learn negotiating techniques.

Customer and employee experience

Discover proven methods for enhancing customer satisfaction, keeping staff engaged and increasing retention rates.

Management of resources

Examine the benefits and challenges of commonly used support delivery methods and technologies, workforce management and resource planning models, and self-service.

Continual Service Improvement

Learn proven practices for managing and improving service desk performance, and driving continual service improvement.

AI and automation

Analyze the advantages and pitfalls of automation and AI integration, and explore examples of rules-based AI and neural networks.

Management information and 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.

IT Service Management

Deepen your understanding of IT Service Management and its objectives, recognize the difference between a practice, a process and a procedure, and why these are important. Discover the ITIL 4 practices and their purpose and place within the service desk environment.

What skills will you acquire?

Service Desk Management skills

Gain a better understanding of service desk management best practices and how to run an effective support operation.

Leadership skills

Strengthen your leadership skills to build motivated, resilient and high-performing teams.

Tips for boosting service quality

Proven practices to manage and improve service desk performance, and drive continual service improvement

先决条件

无先决条件

考试详情

Questions: 80 questions Question type: Multiple choice Duration: 90 minutes Materials: Closed book Passing score: Minimum required score to pass is 65% Higher Mastery: 70 questions / 87%

专业发展单位 (PDU)

专业发展单位 (PDU) 与会者可能有资格向项目管理协会 (PMI) 申请 14 个 PDU，以满足其继续教育要求，获得 PMP®、PgMP® 和 PMI-ACP® 认证。