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SDI™ - Service Desk Manager

Code:
SDM
Days:
4 Days
Price:
$2,500 excl GST
Code:
SDM
Days:
4 Days
Price:
$2,500 excl GST
Overview:
Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management. The course also looks at the management of support methodologies and technologies and the tools utilised within the Service Desk.

It 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. The 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.

Download Course Outline
Course Outline (PDF)

Objectives:

By the end of this course students will:

  • Gain a thorough grounding in the skills required to build, lead, motivate and manage a Service Desk team
  • Get a guide to the practical Service Desk management tools, tips, standards and support
  • Gain an overview of industry recognised IT Service Management best practices, including ITIL processes
  • Achieve an internationally recognised Service Desk Management qualification

Prerequisites:

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

Additional Information:

Certification
Holders become qualified 'SDI - Service Desk Managers'

Examination
A closed book, multiple-choice exam is taken at the end of the course. The exam lasts one hour and consists of 60 questions. 45 out of 60 marks are required to pass (75%). For those delegates answering 52 or more questions correctly (87%), a higher mastery pass mark is awarded.

Register now for this course

Please take special note of the course prerequisites as it is important that you meet these requirements before attending the course. If you have any questions about dates or locations please dont hesitate to make an enquiry contact us on 0800 835 835.

Auckland

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