SDI Service Desk Manager (v9)

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.