SDI® Service Desk Manager v9 (SDM)
Service Desk Institute (SDI)
COURSE DESCRIPTION
If you are taking this course, you probably have some professional exposure to the duties of a project manager, or you may be considering embarking on a career in professional project management. Your ability as a project manager to demonstrate best practices in project management-both on the job and through professional certification-is becoming the standard to compete in today’s fast-paced and highly technical workplace. In this course, you will apply the generally recognized practices of project management acknowledged by the Project Management Institute (PMI) to successfully manage projects.
Project managers who have proven skills and experience can find exciting, high-visibility opportunities in a wide range of fields. This course is specifically designed to provide you with the proven, practical body of project management knowledge and skills that you need to demonstrate project management mastery on the job. Additionally, this course can be a significant part of your preparation for the Project Management Professional (PMP)® Certification Exam. The skills and knowledge you gain in this course will help you avoid making costly mistakes and increase your competitive edge in the project management profession.
AUDIENCE PROFILE
This course is designed for individuals who have on-the-job project management experience (whether project manager is their formal job role), who are not certified project management professionals, and who might or might not have received formal project management training. The course is appropriate for these persons if they wish to develop professionally, increase their project management skills, apply a formalized and standards-based approach to project management, and seek career advancement by moving into a formal project manager job role, as well as to apply for Project Management Institute, Inc. (PMI) Project Management Professional (PMP) certification.
COURSE OBJECTIVES
At course completion you will be able to:
· Get started with project management fundamentals
· Identify organizational influences and project life cycle
· Work with project management processes
· Initiate a project
· Plan a project
· Plan for project time management
· Plan project budget, quality, and communications
· Plan for risk, procurements, and stakeholder management
· Execute a project
· Manage project work, scope, schedules, and cost
· Control a project
· Close a project
PREREQUISITES
Familiarity with project management concepts and some working experience with project management are required. Experience with a specific project management software tool is not required. Basic computing skills and some experience using Microsoft Office is desirable but not required.
COURSE OUTLINE
· Defining strategic requirements – plan for the strategic development of the service desk within an organization’s overall business goals.
· Developing a strategic role – define the strategies and techniques for a successful support operation that is integrated with the organization’s overall business goals.
· Essential management skills – examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behaviors and communication.
· Integrating the service desk – identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option.
· Promoting the service desk – plan the promotional objectives, strategies and tactics for the service desk.
· Quality assurance activities – review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management.
· Effective management of tools and technologies – review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels, self-service and self-healing.
· Staff recruitment, retention and development – examine effective recruitment programmes, core skills, staff development, effective relationships with teams and individuals.
· Motivation – establish reward and recognition strategies, employee and customer satisfaction programmes, performance management, staff motivation, work environment.
· Leadership and management – discover how to be an effective leader and manager, improve your professional development, and hone teamwork, coaching, mentoring and stress management skills
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