Course overview

By the end of the Service Desk Manager course you will:

Understand the role of the service desk manager - understand the SDM's position within the organisation, responsibility and authority, identify and develop core competencies, understand of an SDM
Create an effective team - learn how to assess the structure for your team, quantify success and weakness, and keep it on track
Managing the team - six key areas of effective leadership
Processes - review existing processes against best practice
Taking the Service Desk forward - focus on capacity and volume planning, staff workload and finance
Raising your contribution to the business - develop your own Service Improvement Programme and learn how to implement it
Development plans - how to create and implement them
IT Service Management - understand the processes and how your service desk interacts with them
Tools and technologies - commonly used technologies and how to manage their use effectively
Operational management - recognise the importance of effective OM
Financial awareness - financial acumen for today's business environment

To book please contact a member of our training team on +44 (0) 1689 889100 or click here to book online

To download the Service Desk Manager course information please complete your details below:

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SDIe Annual Conference 2009:
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