Being an effective service desk manager (SDM) requires a broad range of talents, from people-oriented abilities and an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and a qualification in six key SD concepts through 12 core areas of service desk management. This three day training qualification course has tailor made examples and case studies which help participants get good insights to improve service desk delivery improvement.
Module 1: The strategic role of the service desk
Module 2: Management competencies
Module 3: Business integration
Module 4: Operational management
Module 5: Tools and technologies
Module 6: Human resources and team development.
The objectives of the course are to provide service desk managers with:
Who should attend?
The course is designed for both new and experienced service desk managers, team leaders, support specialist and supervisors. Between three to five years’ experience of the service desk environment is ideal.
Three-day classroom-based training
Type of training:
Bengaluru, Mumbai, Pune, Chennai, Hyderabad, Kolkata, Delhi and NCR (Gurugram, Noida) and all major cities. Training can be conducted at any location across the country as long as there is a minimum number of participants.
SDI Service Desk Manager Certification
Participants will have to appear for SDI (service desk institute) service desk manager certification exam on the final day of the training. The exam consists of 60 multiple choice questions for a duration of one hour. It is designed to test your knowledge and understanding of the official SDI standards. Participants will receive a certificate on the basis of performance during the evaluation. Candidates have to score 39 correct out of 60 (65 per cent) to pass the exam and 52 correct out of 60 to attain higher mastery.
|KPMG ITSM Team
Note: Timing 9.30 - 5.30 (Mon-Fri) excluding weekends and public holidays
1. What is the validity of SDI® service desk manager certification?Frequently asked questions (FAQs)
SDI® service desk manager certification is not valid only for a defined period and does not expire.
2. Which are the cities where KPMG in India conducts SDI® training and certification?
We conduct SDI® certification trainings in major cities like Bangalore/Bengaluru, Delhi and NCR (Gurgaon/Gurugram, Noida), Mumbai, Pune, Chennai, Hyderabad. However, training can be conducted in other cities as well as long as there is a minimum count of participants.
3. What is the exam format for SDI® service desk manager certification?
SDI® service desk manager certification exam is in the multiple choice format, with 60 questions per paper. Requires a score of 45 marks or more to pass. The duration of the exam is 60 minutes and is a closed book exam.
All learning programmes are offered under the auspices of the KPMG Learning Academy. Click here to know more.