COURSE DESCRIPTION

SDI Service Desk Manager (SDM) Professional Standard. It provides the information, the requirements, and the guidance necessary for test creators, curriculum developers, test takers and test administrators.

TARGET AUDIENCE

The Service Desk Manager (SDM) Professional Standard qualification course is for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and management skills. This course is suitable for those with at least three years’ experience in a service desk environment.

Examples of professional job titles include:

• •        Team Leader
• •        Supervisor
• •        Service Desk Manager
• •        Support Manager
• •        Service Delivery Manager
• •        Customer Service Manager
• •        Service Manager

PREREQUISITES

Prerequisites for passing the exam will include a working knowledge and understanding of the demands placed on a service desk, the standard process requirements for many support operations and the technology available to service desk staff. Individuals should not attempt to take the exam unless they:

• • Have a working knowledge of the IT service and support industry
• • Have a practical knowledge of the Service Desk Manager (SDM) Professional Standard
• • Have a strong desire to progress in the IT service and support industry

OBJECTIVES

The Service Desk Manager (SDM) Professional Standard qualification recognizes an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. A person who successfully passes the Service Desk Manager (SDM) exam can be expected to have the skills to: 

• • Develop and deliver service desk strategies to that fully underpin the organization’s business strategy and objectives
• • Demonstrate the key leadership and management competencies needed to be a successful Service Desk Manager
• • Interface the service desk with other departments within IT, other processes and other standards to maximise the efficiency and effectiveness of IT
• • Create, support and deliver service desk processes and services to deliver exceptional customer and value

Duration: 5 Days (40 Hours)

Venue: Classroom Based/Virtual Instructor-Led Training

Course Outline

1. Policy and Strategy

The Service Desk

• •        Define the purpose of the service desk
• •        Explain the activities of the service desk
• •        Identify the requirements for a successful service desk
• •        Define what is meant by the leadership requirement
• •        Define what is meant by the consistency requirement
• •        Define what is meant by the commitment to quality requirement
• •        Define what is meant by the strategy requirement
• •        Define what is meant by the people management requirement
• •        Define what is meant by the resources requirement
• •        Define what is meant by the strategic value requirement

Service Desk Best Practices

• •        Explain the concepts of good practice and best practice
• •        Identify sources of service desk and IT methodologies and best practice
• •        Explain the benefits of following best practice

Global Service Desk Perspective

• •        Recognize the additional challenges of managing a global service desk

Service Ethics

• •        Explain the purpose of a code of conduct
• •        Recognize the benefits of working within a code of conduct
• •    Recognize the benefits of honoring commitments made to customers, team members, and the organization

Corporate Social Responsibility

• •    Explain how the service desk can actively demonstrate its commitment to the organization’s corporate social responsibility policy

Strategic Development

• •        Requirements for an effective service desk strategy
• •        Demonstrate commercial awareness
• •        Describe the processes and techniques required to obtain senior board approval

Vision, Mission and Critical Success Factors

• •        Describe the purpose of a service desk vision statement
• •        Explain the objectives of a service desk vision statement
• •        Describe the purpose of a service desk mission statement
• •        Explain the objectives of a service desk mission statement
• •        Describe the purpose of critical success factors
• •        Explain the objectives of critical success factors

Implementing Strategic Vision

• •        Identify techniques for establishing effective relationships with other teams and groups in the IT organization
• •        Identify how to use formal and informal networks to accomplish objectives
• •        Describe how to build effective working relationships
• •        Identify the responsibilities of the Service Desk and Support Manager when contributing to IT and business objectives
• •        Explain the value of conducting assessments

Sourcing Models

• •        Describe the various sourcing options available for delivering consistent quality service
• •        Identify the various structure models the service desk uses for delivering service
• •        Describe the outsourcing models used in a service desk environment
• •        List the issues to consider when insourcing and outsourcing
• •        Explain the benefits of outsourcing
• •        Explain the benefits of insourcing
• •        Explain the risks associated with insourcing and outsourcing that need to be considered
• •        Explain the service level management (SLM) considerations when outsourcing
• •        Describe multi-sourcing
• •        Identify the benefits of multi-sourcing

Financial Management

• •        Describe the objectives of financial management
• •        Describe the activities involved in financial management
• •        Understanding cost types used in financial management
• •        Describe Return on Investment (ROI)

2. Leadership and Management

Leadership and Management

• •        Explain the difference between leadership and management skills
• •        Characteristics of an effective manage
• •        Characteristics of an effective leader

The role of the Service Desk Manager

• •        Demonstrate the skills required to be an effective Service Desk Manager
• •        Describe the responsibilities of a Service Desk Manager

Promoting the Service Desk

• •        Identify the objectives of promoting the service desk
• •        Give examples of channels available for promoting the service desk
• •        Identify key activities to be undertaken when planning a promotion program
• •        Explain how to manage stakeholder expectations

Organizational Knowledge

• •        Explain strategic awareness of the organization
• •        Recognize opportunities for greater participation in strategic decisions

Organizational Change Management

• •        Describe the purpose of organizational change management
• •        Identify different types of changes
• •        Identify the benefits of using an organizational change management process
• •        Identify key elements of organizational change management

Project Management

• •        List the elements required for successful project management
• •        Describe a business case
• •        List the components required to produce a thorough business case

Teamwork

• •        Describe the objective and the components of teamwork
• •        Identify the characteristics of an effective team player
• •        List the characteristics of an effective team
• •        Explain the benefits of having an effective team
• •        Describe a typical friendly and supportive workplace environment

Communication Skills

• •        Identify the communication competencies required for a Service Desk Manager
• •        Identify appropriate channels of communication
• •        Define the purpose of a communication plan
• •        Creating an effective communication plan
• •        Identify the purpose of conducting meetings
• •        Identify the purpose of conducting meetings
• •        Identify the characteristics of a successful meeting
• •        Explain how to prepare written communications
• •        Identify requirements for preparing an effective presentation
• •        Identify considerations for developing a presentation
• •        Identify considerations when using online collaborative conferencing services
• •        Identify techniques for engaging the audience

Listening Skills

• •        Describe the behaviors that demonstrate effective listening skills

Information Gathering Methods

• •        Identify the differences between the three information gathering methods

Negotiation Skills

• •        Describe the requirements for successful negotiation
• •        Demonstrate the characteristics of a good negotiator

3. People Management

Recruitment

• •        Identify requirements for effective service desk recruitment
• •        Identify the elements included in a recruitment process
• •        Identify qualities and skills to look for in staff

Staff Induction and Training

• •        Describe the features of a structured induction planning process
• •        Describe the benefits of a structured approach to induction
• •        Describe the features of a structured approach to training
• •        Describe the benefits of a structured approach to training

Retention

• •        Demonstrate the behaviors for creating a positive working environment
• •        Demonstrate the behaviors for achieving long-term working relationships with members of your staff
• •        Describe how to constructively address individual performance issues
• •        Employ methods for gathering the information required to measure employee satisfaction information

Management

• •        Identify the major activities of a manager
• •        Explain the different types of planning
• •        List the elements required for developing successful plans
• •        Demonstrate how to successfully organize resources
• •        Describe how to direct, control and coordinate activities

Leadership

• •        Explain the benefits of motivation
• •        Describe methods to improve service desk performance
• •        Describe how to recognize and reward staff
• •        Describe ways to provide direction and focus during challenging circumstances, such as major incidents or periods of uncertainty

Mentoring

• •        Describe mentoring
• •        Explain the benefits of mentoring
• •        Describe the benefits of peer mentoring (buddying)

Coaching

• •        Describe coaching
• •        Explain the benefits of coaching
• •        Describe how to prepare to coach an analyst
• •        Describe the coaching process
• •        Display the characteristics of an effective coach

Professional Development

• •        Identify methods for assessing the development needs of the service desk and service desk staff
• •        Identify examples of common methods used for professionally developing staff
• •        Describe how to maintain and enhance personal development

Resilience

• •        Describe the importance of emotional resilience
• •        List some common causes of stress
• •        Describe some of the signs of positive stress
• •        Describe some of the signs of negative stress