SKILLS ACQUIRED
- IT service management
- Service Desk Support Strategy
- Interface the service desk with other IT functions
- Design, contract and deliver service desk processes
- Teamwork and communication
- Managing the customer experience
- Management and leadership
DESCRIPTION
This badge shows that holders have learned to develop and deliver service desk principles and strategies to fully support the organisation’s business strategy and objectives. They demonstrate the key leadership and management competencies needed to be a successful Service Desk and Support Manager. They are also able to design, contract and deliver service desk processes and services for exceptional customer service and support.
PREREQUISITES
This interactive four-day SDM qualification is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation. This course is suitable for those with at least three years experience in a service desk environment.
This badge is awarded to candidates who have successfully completed the SDM exam with a score of at least 65%. The exam has a 90-minute duration and is closed book. To sit the exam, candidates must have completed an accredited SDM training course.
