Service Desk & Support Manager (SDM) - Public

The latest update of the SDM Professional Standards on which this course is based, expand on previous versions by providing the newest trends in the ITSM industry, helping service desk professional support organisations on their digital transformation journeys. The new SDM Standards provide an end-to-end competency model for the delivery and operation of tech-enabled IT services and enhance the SDM role, enabling IT support to play a crucial role in the wider business IT strategy.

Why should managers do this new course?

For managers there is now more emphasis on leadership skills and the importance of providing a clear vision and purpose even in difficult times, inspiring teams to rapidly adapt and ensuring they have a clear framework for decision making.

The ability to build, motivate and support teams to give their best has never been more important. Now more than ever organisation's need to get the best from their greatest asset; their people.

• A thorough grounding in the skills required to lead, motivate and manage a service desk team.
• The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
• An internationally recognised SDM qualification.

This interactive four-day SDM 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.

It is strongly recommended that delegates have more than 3 years experience within the Service Desk environment before attending this event.

• All methods of delivering this course include the exam in the fee
• The exam is 60 minutes in duration & includes 60 multiple choice questions
• Exams are administered online (proctored) by an independent examination body
• Participants are provided an exam voucher so they can schedule the exam at their convenience after completion of the course
• A passing mark of 65% is required to receive your SDI SDM certificate
• An exam review is included in the course to help you prepare for the final exam