Building the Right Conceptual Model
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Understand the role of support within the context of the organisations overall mission and strategic business goals
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Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
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Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk
Business Integration
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Understand the importance of business and IT integration
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Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
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Understand the importance and need for goals and objectives
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Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it
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Determine the type and style of management reporting that best meets the organisation's needs
Service Culture
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Recognise and understand the importance of understanding our customer's expectations and perceptions
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Understand the benefit of using SLAs effectively as a service quality improvement tool
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Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition
Implementation Planning
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Determine how to develop a project plan to set-up or re-design the Service Desk
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Identify the steps required in a project plan
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Understand the importance of effective Process Management
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Examine the ITSM processes with which the Service Desk has involvement
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Determine the function of the Service Desk within the problem management process
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Identify methods for setting priorities
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Understand ways to maximise the use of knowledge management
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Determine the importance of a good change management process
Operational Processes
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Understand the importance of clear and straightforward processes within the workplace
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Determine the benefits of a problem management process, and its interfaces with other key processes
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Understand the importance of root cause analysis
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Review the importance and benefit of metrics as part of the customer service processes
People and Motivation
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Examine motivational theories and how they apply within the workplace
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Identify the key skills and attributes required for Service Desk staff
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Review work environment factors and their impact on staff motivation and behaviour
People Skills and Knowledge
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Determine different categories of skills and knowledge required by staff
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Identify the core business knowledge all staff should possess as a minimum
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Determine the manner in which staff currently acquire their skills and knowledge
Quality Assurance
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Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectations
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Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance
Tools and Technologies
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Identify the commonly used Service Desk tools and technologies, their benefits and pitfalls
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Examine the various knowledge tools available to the Service Desk
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Identify which tools we use, which we need and why we need them
Business Mastery
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Understand the responsibilities of the Service Desk in contributing to IT and business objectives
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Implement ways to recognize and promote the benefits a Service Desk brings to the business
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Gain a basic understanding of financial principles and business awareness
Organisational Leadership
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Identify the skills required for the Service Desk team from the customer's perspective and ours
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Determine methods to recruit and retain talented staff
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Identify the qualities that make for effective leadership and how to develop them
Professional Development
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Determine how well we manage our time and develop ways for improving our time management skills
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Understand the importance of continual personal development, continual learning and of staying current within the industry
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Identify techniques for staff assessment and staff development
Certification
Holders become qualified 'SDI™ - Service Desk Managers'
Examination
At the end of the course, delegates receive an exam voucher (by email) for them to book their exam via PeopleCert. The pass mark is 65%.