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Apex Global

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.
  • Identify the ITSM tools to streamline the service desk processes and configuration the KPI, measure the performance from peoples and services.
Training Contents

Module 1: Defining Strategic Requirements

  • The purpose of Service Desk.
  • Service Desk Best Practices
  • Global Service Desk Perspective
  • Service Ethics
  • Corporate Social Responsibility

Module 2: Developing a Strategic Role

  • Strategic Development for an effective Service Desk Strategy
  • Vision, Mission and Critical Success Factors for Service Desk
  • Implementing Strategic Vision
  • Sourcing Models
  • Financial Management
  • Examine the Benefits and Challenges to Implement a Service Desk Strategy

Module 3: The Role of the Service Desk Manager

  • The Portrait of Service Desk Manager
  • The Role and Responsibilities of Service Desk Manager
  • The Core Competencies and Characteristics Needed for a Service Desk Manager
  • Discuss the Reasons Why We Should Promote the Service Desk
  • Review the Key Activities of a Successful Promotion Campaign

Module 4: Organisational Change and Project Management

  • Organizational Knowledge, Explore the Organizational Change
  • Organizational Change Management
  • Project Management in Service Desk

Module 5: Teamwork and Communication

  • Explore the Important of Teamwork in Service Desk
  • Applying How to Build an Team in Service Desk
  • Examine the Importance of Excellent Communication Skills
  • Learn the Kind of Communication Channel in Service Desk
  • Applying How to Build the Effective Communication in Service Desk

Module 6: Staff Recruitment, Retention & Development

  • Explore the Important of Teamwork in Service Desk
  • Staff Recruitment in Service Desk
  • Retention Staff
  • Applying How to Build Maintain Effective Working Relationships
  • Staff Development, How to Training, Coaching, Mentoring Team

Module 7: Resource Management

  • Service and Support Delivery Methods
  • Workforce Management
  • Self-service
  • Automation
  • Artificial Intelligence (AI)
  • Cloud Computing
  • Social Media

Module 8: Practices, Processes and Procedures

  • IT Service Management
  • Incident Management
  • Request Services Management
  • Problem Management
  • Change Enablement
  • Service Catalogue Management
  • Quality Assurance Program and Improvement

Module 9: Management Information & Performance Results

  • Managing the Customer Experience
  • Management Information & Metrics
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: [email protected]
Please click below link to view our public training schedule

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Perceived by Participants
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