Hotline

0963 801 047
Apex Global
ACADEMY FOR PROFESSIONAL EXCELLENCE

Learning Objective

By the end of this course participants will be able to:

  • Develop and deliver service desk strategies to that fully underpin the organization’s business strategy and objectives.
  • Demonstrate the key leadership and management competencies needed to be a successful Service Desk Manager.
  • Interface the service desk with other departments within IT, other processes and other standards to maximise the efficiency and effectiveness of IT.
  • Create, support and deliver service desk processes and services to deliver exceptional customer and value.
Training Contents

Module 1: Defining Strategic Requirements

Review the purpose, activities, and requirements of a successful service desk from a global perspective, discover the benefits of complying with industry standards and examine ethics in the service and support environment.

Module 2: Developing a Strategic Role

Examine the requirements for creating an effective service desk strategy that underpins business goals, learn about the purpose and objectives of vision and mission statements, examine the benefits and challenges associated with various sourcing models, and review the objectives and activities of financial management.

Module 3: The Role of the Service Desk Manager

Review the characteristics, skills and competencies required to be an effective service desk manager, review the roles and responsibilities of a service desk manager, discuss the reasons why we should promote the service desk, and review the key activities of a successful promotion campaign.

Module 4: Organisational Change and Project Management

Identify the elements of successful project management and the importance of building persuasive business cases, explore the purpose and benefits of effective organisational change, identify opportunities for participation in strategic decision making, and review the knowledge requirements to build good strategic awareness.

Module 5: Teamwork and Communication

Review the characteristics of effective teams, examine the importance of excellent communication skills from a management perspective, learn the requirements of effective presentation skills, and enhance listening, information gathering and negotiating techniques.

Module 6: Staff Recruitment, Retention & Development

Examine the requirements for effective recruitment strategies, review the features and benefits of a structured and on-going approach to induction, training and development, and explore the behaviours required to retain staff, maintain effective working relationships and address individual performance issues.

Module 7: Management and Leadership

Review the activities of an effective manager and an effective leader, identify the elements of successful planning and co-ordinating activities, and examine the benefits of and how to achieve motivated teams.

Target Participant

The Service Desk Manager course is for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and management skills. This course is suitable for those with at least three years’ experience in a service desk environment.

Examples of professional job titles include:

  • Service Desk Manager 
  • Team Leader 
  • Supervisor 
  • Support Manager 
  • IT Operation Manager
  • Infrastructure Manager
  • Service Delivery Manager 
  • Customer Service Manager 
  • IT Manager
  • Service Manager
Key Highlights

Class training methods
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187
Email: info@apexglobal.com.vn
Please click below link to view our public training schedule

  e-brochure-downloadBrochure EN

  Brochure VN

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


  • Certified Partners International