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SDI Service Desk Manager Exam
SDI Service Desk Manager Exam Test seriesService Desk Institute (SDI) is the worldwide organisation for setting best practice service desk standards in the IT service and support industry. This popular qualification consists of 11 modules: Defining strategic requirements plan for the strategic development of the service desk within an organisations overall business goals. Developing a strategic role define the strategies and techniques for a successful support operation that is integrated with the organisations 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, behaviours 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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