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