Đào Tạo Service Desk Manager

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.

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

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

Class training methods
Values

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