Duration
4 days
Course Description
Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills.
This course provides a thorough understanding of and qualification in, the twelve core areas of service desk management.
Objectives
At the end of this course, you will be able to:
- A thorough grounding in the skills required to lead, motivate and manage a service desk team
- The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies
- An internationally recognized SDM qualification from APMG International®
Course Outline
Defining Strategic Requirements
Plan for the strategic development of the service desk to support an organisation’s overall business goals.
Developing a Strategic Role
Define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.
Essentials Management Skills
Examine key commercial management skills including integrating IT services, financial management, managing behaviours and communication.
Integrating the Service Desk
Identify the need for relationship and network building.
Promoting the Service Desk
Understand the promotional toll-kit available to the service desk.
Quality Assurance Activities
Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models.
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, staff development, effective relationships, with teams and individuals, behavior and performance.
Professional Development
Recognise the importance of on-going development for yourself and your team and explore coaching, mentoring and stress management skills.
Leadership and Management
Discover how to be an effective leader and manager, improve your professional development, and hone your teamwork, coaching, mentoring and stress management skills.
IT Service Management
Examine service desk responsibilities in key ITIL® processes.
Programme scope, delivery arrangements and suitability are confirmed during enquiry.