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
It is strongly recommended that delegates have more than 3 years
experience within the Service Desk environment before attending
Holders become qualified 'SDI - Service Desk Managers'
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.