Course Outline
Service Desk Institute (SDI) - Manager
This is a 4 day, instructor-led course.
This four-day course equips both new and experienced service desk managers, team leaders, and supervisors with the leadership, operational, and strategic skills needed to run a high performing service desk. The curriculum covers people management, processes, metrics, tools, and alignment with business objectives. It aligns with SDI’s Service Desk Manager standards and prepares delegates for the SDM exam.
Upon successful completion of this course, you will have the skills necessary to:
• Gain a thorough grounding in the skills to build, lead, motivate, and manage a service desk team
• Understand practical tools, standards, and management tips for service desk operations
• Acquire an overview of IT service management best practices relevant to the role
• Be positioned to achieve the internationally recognized Service Desk Manager qualification
It is strongly recommended that delegates have more than three years of experience in a service desk environment before attending this course.
This course is intended for service desk managers, aspiring managers, team leads, or supervisors who wish to enhance their leadership and operational capabilities. Ideal participants typically have 3–5 years of experience within a support or service desk context.
Exam Information
Delegates who complete the course and exam become qualified as SDI Service Desk Managers. The examination is delivered via PeopleCert (online proctoring). Delegates are required to:
• Use the exam voucher provided by QA to schedule their exam
• Sit a 60 minute, closed-book exam
• Achieve a pass mark of 65%
Please note: All PeopleCert Global Best Practice certifications must be renewed every three years.
Course Contents
Building the right conceptual model
Role of support in organisational strategy
Designing a support organisation using best practices
Key elements required for a successful service desk
Business integration
Aligning IT and business strategies
Defining goals, objectives, and management reporting
Ensuring staff understand their strategic role
Service culture
Understanding customer expectations and perceptions
Using SLAs as improvement tools
Reward and recognition strategies
Implementation planning
Developing project plans for setting up or redesigning a service desk
Prioritising and integrating ITSM processes (incidents, change, problem, etc.)
Using knowledge management and change control effectively
Operational processes
Clear and efficient process definition
Root cause analysis and process interfaces
Metrics and reporting in support environments
People and motivation
Motivational theories applied to service teams
Key skills, attributes, and work environment impacts on behaviour
People skills and knowledge
Categorising required staff competencies
Identifying how staff gain skills and knowledge
Quality assurance
QA practices for assessing and improving service delivery
Benchmarking and performance evaluation
Tools and technologies
Key support tools and their benefits/pitfalls
Knowledge tools and service desk platforms
Use cases for self-service, automation, and AI
Business mastery
Service desk’s role in broader organisational objectives
Financial awareness and business acumen for service desk managers
Organisational leadership
Recruitment, retention, and staff development strategies
Leadership qualities and development for service teams
Professional development
Time management and continuous learning
Staff assessment, development, and behaviour modelling
Price per delegate
£3595
Scheduled Classes
Remote Access:
Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at info@indiciatraining.com
