SDI Training

Online Instructor-led (3 days)

Classroom (3 days)

Online Self-paced (24 hours)

Certified Service Desk Manager Exam

Certified Service Desk Manager (CSDM) Course Outline

This course has been carefully designed to provide Service Desk Managers and Supervisors with a coherent understanding of the Service Desk and Support Environment. This course is set out in a modular format:​

Module 1: Defining Strategic Requirements

  • Define Service Desk
  • Roles and Responsibilities of Service Desks
  • Strategy Planning
  • Best Practices

Module 2: Developing a Strategic Role

  • Service Strategy
  • Service Generation

Module 3: Essential Management Skills

  • Introduction to Essential Management Skills
  • Individual Change Readiness
  • Creating a Change Management Plan
  • Dealing with Resistance
  • Communication Techniques
  • Effective Communication Skills
  • Problems with Communication
  • Handling Users
  • Improving Your Verbal and Email Communication
  • Internal Communication
  • Common and Overcoming Barriers to Communication
  • AIDA Model
  • Effective Communication Guidelines

Module 4: Integrating the Service Desk

  • Importance of Effective Work Relationships
  • Continual Service Improvement Model
  • Activities Supporting CSI

Module 5: Promoting the Service Desk

  • Overview of Promoting the Service Desk
  • Principles of Stakeholder Engagement
  • Strategies for Mobilising Stakeholders

Module 6: Quality Assurance Activities

  • Introduction
  • Purpose of Customer Feedback
  • Ways to Collect Customer Feedback
  • Importance of Customer Satisfaction Surveys

Module 7: Effective Management of Tools and Technologies

  • Automated Call Distribution (ACD)
  • Computer Telephony Integration (CTI)
  • Benefits of Self-Service

Module 8: Staff Recruitment and Retention

  • Introduction to Staff Recruitment and Retention
  • Devising an HR Agenda and Strategy
  • HR Policy Documentation
  • Creating an HR Policy Manual
  • HR Policy Reviews

Module 9: Professional Development

  • Introduction
  • Benefits of Professional Development
  • Coaching and Mentoring
  • Benefits of Coaching and Mentoring

Module 10: Leadership and Management

  • Defining Management
  • What is the Role of the Manager?
  • Descriptions of the Role of a Manager
  • Responsibilities of a Manager
  • Objectives of a Manager
  • Discuss
  • Succeeding as a Manager
  • Useful Skills to Have
  • Types of Management Style
  • Leadership Vs Management
  • Qualities of a Good Leader
  • Visionary Leaders
  • Connective Leaders
  • Storytellers
  • Adaptive Leaders
  • Transformational Vs Transactional
  • Dispersed Leadership
  • Goleman – Leadership Styles
  • Choosing the Appropriate Leadership Style in Any Given Situation
  • Situational Leadership
  • Leadership and Management

Module 11: IT Service Management

  • Introduction to ITSM
  • Key Concepts
  • Guiding Principles
  • ITSM Framework
  • Problem Management

Module 12: Service Management Framework

  • Service Life Cycle
  • Core Component
    • Service Strategy
    • Service Transition
    • Service Operation

Show moredown

Who should attend this Certified Service Desk Manager (CSDM) Training Course?

This Certified Service Desk Manager (CSDM) Training Course is designed to equip participants with the skills and knowledge necessary to effectively lead and manage service desk operations. This training course is especially beneficial for:

  • Service Desk Managers
  • IT Support Managers
  • Technical Support Managers
  • Service Delivery Managers
  • IT Operations Managers
  • Help Desk Managers
  • Technical Managers

Prerequisites of the Certified Service Desk Manager (CSDM) Training Course

There are no formal prerequisites for this Certified Service Desk Manager (CSDM) Training Course. However, some prior experience in Service Desk or IT support roles would be beneficial.  

Certified Service Desk Manager (CSDM) Course Overview

The Service Desk Manager must undertake roles such as controlling and managing the overall smooth running of the service desk and deal with any incidents that occur. In a course lasting four days, delegates will develop their understanding of Service Desk management best practice. Training is intensive and designed to ensure that candidates are grounded in the skills and techniques need to guide, inspire, and manage a Service Desk team.


Show moredown

What’s included in this Certified Service Desk Manager (CSDM) Training Course?

  • Certified Service Desk Manager (CSDM) Examination
  • World-Class Training Sessions from Experienced Instructors
  • Certified Service Desk Manager (CSDM) Certificate
  • Digital Delegate Pack 

Show moredown

Certified Service Desk Manager (CSDM) Exam Information

To achieve the Certified Service Desk Manager (CSDM), candidates will need to sit for an examination. The exam format is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 40 
  • Total Marks: 40 Marks 
  • Pass Mark: 65%, or 26/40 Marks 
  • Duration: 60 Minutes
  • Open Book/ Closed Book: Closed Book

Show moredown

Online Instructor-led (1 days)

Classroom (1 days)

Online Self-paced (8 hours)

Service Desk Senior Analyst Training Course Outline

Module 1: Introduction to Service Desk Senior Analyst Role

  • Understanding Service Desk Functions
  • Role and Responsibilities of a Senior Analyst
  • Key Performance Indicators (KPIs)

Module 2: Communication and Customer Service

  • Effective Communication Techniques
  • Managing Customer Expectations
  • Conflict Resolution Skills
  • Service Desk Etiquette
  • Handling Difficult Customers

Module 3: Incident and Request Management

  • Incident Classification and Prioritisation
  • Request Fulfilment Process
  • Service Request Vs. Incident
  • Incident Lifecycle Management
  • Escalation Procedures

Module 4: Problem Management

  • Identifying Root Causes
  • Problem Categorisation and Prioritisation
  • Problem Resolution Techniques
  • Problem Documentation and Reporting

Module 5: Request Fulfilment

  • Service Requests Vs. Incidents
  • Request Handling
  • Service Catalogue
  • Request Status Tracking

Module 6: Service Level Management

  • SLA Basics
  • SLA Monitoring
  • SLA Reporting
  • SLA Improvement

Module 7: Customer Relationship Management

  • Customer Interactions
  • Handling Difficult Customers
  • Customer Feedback
  • Continuous Improvement

Module 8: Knowledge Management

  • Importance of Knowledge Management
  • Creating and Maintaining Knowledge Base
  • Knowledge Sharing within the Team
  • Continuous Improvement through Knowledge Management

Show moredown

Who should attend this Service Desk Senior Analyst Training Course? 

The Service Desk Senior Analyst Training course is tailored to impart advanced skills necessary for senior service desk roles. This course addresses the nuances of IT support, service management and this course can be beneficial for various professionals, including:

  • Service Desk Analysts
  • IT Support Specialists
  • Helpdesk Technicians
  • IT Managers
  • IT Operations Supervisors
  • System Administrators
  • Network Administrators
  • Technical Support Engineers

Prerequisites of the Service Desk Senior Analyst Training Course

There are no prerequisites required for the Service Desk Senior Analyst Training Course.

Service Desk Senior Analyst Training Course Overview

A Service Desk Senior Analyst is a person who is responsible for making sure that IT services are provided within a company successfully and efficiently. They are providing support to end-users, troubleshoot, and resolve technical problems. Studying this training provides individuals with guidelines and knowledge for delivering IT services to meet business needs. This training helps learners collaborate with other IT experts to fix problems and be able to effectively communicate technical knowledge to non-technical people. Pursuing this training helps individuals get equipped with the necessary skills and techniques to enhance their career opportunities and ultimately increase their earnings.

In this 1-day Service Desk Senior Analyst Training course, delegates will gain comprehensive knowledge of the roles and responsibilities of a service desk senior analyst. During this training, they will learn about managing projects related to IT service delivery, such as software upgrades or system migrations. They will also gain an understanding of basic networking principles, operating systems, and software applications. The Knowledge Academy’s highly professional and knowledgeable tutor, who has years of teaching experience, will conduct this training.

Course Objectives

  • To understand the role of the service desk in IT service delivery
  • To develop skills in root cause analysis and problem-solving techniques
  • To gain knowledge of disaster recovery and business continuity planning
  • To understand the role of the service desk in incident escalation and resolution.
  • To develop skills in mentoring and coaching team members to improve performance
  • To learn how to manage major incidents and communication with stakeholders

After completing the Service Desk Senior Analyst Training, the delegates will be able to use the abilities they gained, such as communication and problem-solving techniques, the ITIL framework, technical expertise, and leadership skills, in their day-to-day work. They will be able to provide timely and effective solutions, manage teams, and prioritise work, resulting in improved customer satisfaction and operational efficiency.

Show moredown

What’s included in this Service Desk Senior Analyst Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Service Desk Senior Analyst Certificate
  • Digital Delegate Pack

Show moredown

accredited by

Our SDA course is accredited by PeopleCert

Online Instructor-led (3 days)

Classroom (3 days)

Online Self-paced (24 hours)

Service Desk Analyst (SDA) Exam

Service Desk Analyst (SDA) v8 Course Outline 

Domain 1: Professionalism and Roles

Module 1: Service Desk

  • Purpose of the Service Desk
  • Activities of the Service Desk that Demonstrate its Values
  • Role of Service Desk Leadership and Management

Module 2: Service Desk Analyst

  • Role of the Service Desk Analyst
  • Responsibilities of the Service Desk Analyst

Module 3: Best Practice

  • Sources of Service Desk and IT Methodologies and Best Practice
  • Maintain Knowledge of IT Standards, Frameworks, and Methodologies

Module 4: Policies and Governance

  • Purpose of Organisational Policies
  • Areas Covered by Organisational Policies

Module 5: Personal Accountability

  • Importance of Making and Honouring Commitments
  • How to Protect and Enhance the Image of the Service Desk?

Module 6: Service Attitude

  • Explain the Terms: Attributes, Skills and Knowledge
  • Characteristics of a Good Service Attitude
  • Impact of a Good Service Attitude
  • Skills Required to Deliver Excellent Customer Service

Module 7: Teamwork

  • Basic Concepts of Teamwork
  • Responsibilities of People Working in a Team Environment
  • Benefits of Teamwork
  • Characteristics of an Effective Team
  • Features Found in a Supportive Workplace

Module 8: Business Relationships

  • Behaviours for Establishing Effective Relationships with Customers

Module 9: Cultural Awareness

  • Demonstrate Sensitivity and Respect for Other Cultures
  • Practice Techniques for Communicating Cross-Culturally

Domain 2: Analyst Skills

Module 10: Communication

  • Describe Ways People Communicate
  • Difference Between Formal and Informal Communications
  • Barriers to Effective Communication

Module 11: Verbal and Non-Verbal Communication Skill

  • Principles of Good Verbal skills
  • Principles of Good Non-Verbal Communication Skills

Module 12: Listening Skills

  • Principles of Active Listening
  • Paraphrasing and its Significance
  • Advantages of Active Listening
  • Barriers to listening and Understanding

Module 13: Written Communication

  • Using Correct Grammar and Spelling is Essential in Documentation and Written Communications
  • Components Needed for Writing Professional Business Communications and Documentation

Module 14: Questioning Skills

  • Difference Between Open and Closed Questioning
  • Structured Questioning Technique

Module 15: Problem Solving

  • Skills Needed for Effective Problem Solving
  • Steps in a Typical Problem-Solving Technique

Module 16: Rapport Techniques

  • Emotional Intelligence
  • Elements of Emotional Intelligence
  • Benefits of Emotional Intelligence
  • Common Customer Emotions or Actions that an Analyst Requires to Manage
  • Methods for Acknowledging the Customer’s
  • Techniques for Dealing with Negative Reactions from Customers

Module 17: Conflict and Negotiation Skills

  • Signs that Conflict is Developing
  • Appropriate Actions to Reduce and Eliminate Conflict
  • Define the Negotiation
  • Elements of Negotiation

Module 18: Interaction Management Skills

  • Benefits of Professionally Managing Interactions
  • Benefits of Using a Standard Greeting
  • Actions for Managing and Redirecting Issues Related to Unsupported Items
  • Behaviours and Situations to Avoid When Interacting with Customers
  • How to Manage an Abusive Customer?
  • How to Manage an Angry Customer?
  • How to Manage an Inconvenienced Customer?
  • How to Manage an Over talkative Customer?
  • How to Manage an Emotionally Distressed Customer?
  • How to Manage a Customer that is Reluctant to End an Interaction?
  • How to Professionally Disengage from a Support Interaction?

Module 19: Resilience

  • Importance of Emotional Resilience
  • Common Causes of Stress
  • Signs of Positive Stress
  • Signs of Negative Stress
  • Describe the responsibility we have to Manage Stress for Ourselves and our Colleagues
  • Actions that Reduce Stress

Module 20: Time Management

  • What Multitasking Means in a Support Environment?
  • Techniques to Improve Time Management
  • Benefits of Effective Time Management

Module 21: Positive Approach and Attitude

  • Differences Between Aggressive, Assertive and Passive Behaviour
  • Importance of Demonstrating Confidence
  • How Confidence is Demonstrated?

Module 22: Professional Development

  • Methods for Enhancing Personal Professional Development

Domain 3: Practices, Processes and Procedures

Module 23: Practices, Processes and Procedures

  • Practice, Process, and Procedure Management
  • Importance of Documenting Practices, Processes, and Procedures

Module 24: Incident Management

  • Purpose of Incident Management
  • Incident
  • Objectives of Incident Management
  • Principal Activities that the Service Desk Analyst Performs in Incident Management
  • Benefits of Effective Incident Management
  • Common Measures of Success for Incident Management

Module 25: Service Request Management

  • Purpose of Service Request Management
  • Service Request
  • Objectives of Service Request Management
  • Common Measures of Success for Service Request Management

Module 26: Recording Incidents and Requests

  • Primary Reasons for Recording Incidents and Requests
  • Procedure for, Information Required, to Raise an Incident or Service Request
  • Determine the Priority of an Incident or Service Request
  • Steps Required to Resolve an Incident or Service Request

Module 27: Explain the Two Types of Escalation

  • Two Types of Escalation
  • Circumstances in which Escalation is Suitable

Module 28: Status Updates

  • Importance of Status Updates
  • Information to Provide in a Status Update

Module 29: Problem Management

  • Purpose of Problem Management
  • Problem
  • Reactive and Proactive Problem Management
  • Objectives of Problem Management
  • Service Desk’s Responsibilities in Problem Management:
  • Three Phases of Problem Management
  • Primary Activities of Problem Management
  • Common Measures of Success for Problem Management

Module 30: Change Enablement

  • Purpose of Change Enablement
  • Describe a Change
  • Types of Change
  • Objectives of Change Enablement
  • Service Desk’s Responsibilities in Change Enablement
  • Activities in Change Enablement
  • Common Measures of Success for Change Enablement

Module 31: Service Level Management

  • Purpose of a Service Level Management
  • Objectives of Service Level Management
  • Service Level Agreement
  • Typical Content of a Service Level Agreement that is Relevant to the Service Desk (SLA)

Module 32: Service Catalogue Management

  • Purpose of Service Catalogue Management
  • Service Catalogue
  • Objectives of Service Catalogue Management
  • Necessary Components of an Entry in the Service Catalogue

Module 33: Service Delivery Model

  • Different Kinds of Sourcing Methodologies and Models Available for Delivering IT Services

Module 34: Knowledge Management

  • Purpose Knowledge Management
  • Objective of Knowledge Management
  • Why Knowledge Management is Important to the Service Des
  • Why it is Essential to Maintain Knowledge?
  • Common Measures of Success for Knowledge Management

Module 34: Information Security Management

  • Purpose of Information Security Management
  • Objective of Information Security Management
  • Importance of Information Security Policies
  • Service Desk’s Responsibilities in Information Security Management
  • Potential Security Threats to the Organisation that Might Occur through the Service Desk
  • Types of Security Policies
  • Importance of Reporting Security Compromises
  • Importance of Legal Compliance
  • Importance of Software License Management
  • Importance of Confidentiality

Module 35: Service Continuity Management

  • Purpose and Responsibility of the Service Continuity Management
  • Purpose of a Service Continuity Plan
  • Components of a Service Continuity Plan

Module 36: Quality Assurance Program

  • Purpose of a Quality Assurance (QA) Program
  • Objectives of a Quality Assurance (QA) Program
  • Common QA Practices used by a Service Desk
  • Methods for Monitoring Calls and Other Interactions
  • What is Meant by Incident and Service Request Monitoring
  • Methods for Monitoring Incidents and Service Requests
  • Benefits of Interaction, Incident, and Service Request Monitoring

Module 37: Managing Customer Feedback

  • Purpose Managing Customer Feedback
  • Objectives of Managing Customer Feedback
  • Common Sources of Customer Feedback
  • Components of Managing Customer Feedback
  • Three Most Common Types of Surveys and the Importance of Each Type

Module 38: Service Desk Metrics and Statistics

  • Reason for Compiling Service Desk Metrics
  • Common Service Desk Metrics

Domain 4: Resources

Module 39: Support Methods

  • Methods Used for Delivering Service and Support
  • Purpose of Using IT Service Management Systems in a Service Desk Environment
  • Primary Objectives of Using IT Service Management Tools
  • Benefits of Remote Support
  • Common Disadvantages of Using Remote Support Tools
  • Benefits of Using Live Chat and Collaboration Tools
  • Commons Risks of Using Live Chat and Collaboration Tools
  • Describe Automatic Call Distribution (ACD)
  • Common Automatic Call Distribution (ACD) Features

Module 40: Self-Service

  • Describe Self-Service
  • Benefits of Self-Service
  • Risks of Self-Service
  • Common Examples of Self-Service

Module 41: Automation

  • Describe Automation
  • Examples of Automation

Module 42: Artificial Intelligence (AI)

  • Describe AI
  • Common Examples of AI
  • Benefits of AI
  • Challenges of AI

Module 43: Social Media

  • What is Meant by Social Media?
  • How to Use Social Media Tools Effectively

Show moredown

Who should attend this Service Desk Analyst (SDA) Training Course?

This Service Desk Analyst Course is suitable for Analysts looking to grow in their role and acquire a recognised qualification for managing a Service Desk System. This training course is suitable for these professionals:

  • Aspiring Service Desk Analysts
  • Current Service Desk Analysts
  • IT Support Technicians
  • Customer Support Technicians
  • IT Managers
  • Incident Managers
  • Business Analysts

Prerequisites of the Service Desk Analyst (SDA) Training Course

There are no formal prerequisites to attend this SDA Course. However, some experience in managing a first or second-line Service Desk will be beneficial.

Service Desk Analyst (SDA) v8 Course Overview

Service desk is a ticket management system that allows enterprises to manage effective workflow for internal and customer-facing departments. A service desk is also a Single Point of Contact (SPOC), used for daily interactions between service providers and users. It helps to handle events, services, user communications, changes in services plans, etc. This training is designed to provide you with various primary skills required to become a Service Desk Analyst. In addition, this training will also help you gain many job opportunities in various professions, such as IT support, helpdesk/service desk, support analyst, etc., in prominent organisations.

This 3-day Service Desk Analyst (SDA) training course provides the delegates with the essential skills and knowledge required for delivering effective customer service and support quality. They will learn about various concepts such as characteristics of a good service attitude, role and responsibilities of the Service Desk Analyst, business relationships, problem-solving, resources, managing customer feedback, Artificial Intelligence (AI), etc. Our highly experienced and expert trainer will provide this training and help you to get the required knowledge and skills to get more job opportunities with enhanced payscale. This course is fully accredited by PeopleCert on behalf of AXELOS, a world-leading best practice provider.

They will also learn the following essential topics:

  • Purpose of the service desk
  • Service desk analyst
  • Policies and governance
  • Time management
  • Teamwork

After attending this training, delegates will be able to identify customer needs and handle difficult situations in their organisation. They will also manage incidents or services in IT support and handle user communications for things like outages and planned changes to services.  

If delegates want to improve their knowledge and skills of using Service Desk and support their career advancement further, then they can choose our other popular course, Certified Service Desk Manager (CSDM), to fulfil their desired goals.

Show moredown

What’s included in this Service Desk Analyst (SDA) Training Course?

  • Service Desk Analyst (SDA) Examination
  • World-Class Training Sessions from Experienced Instructors
  • Service Desk Analyst Certificate
  • Digital Delegate Pack

Show moredown

Service Desk Analyst (SDA) Exam Information 

The Service Desk Analyst (SDA) Exam assesses individuals' knowledge and skills related to service desk operations and customer support. This certification focuses on evaluating an individual's ability to effectively handle and resolve incidents, requests, and inquiries from users and customers. 

  • Question Type: Multiple Choice 
  • Total Questions: 60 
  • Total Marks: 60 Marks  
  • Pass Mark: 65%, or 39/60 Marks 
  • Duration: 60 Minutes 
  • Open Book/ Closed Book: Closed Book

Show moredown

Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +32 35001305 or Enquire.

SDI Training FAQs

We provide SDI courses in a range of fully equipped venues all over the UK and the world. This means that there will always be a training venue nearby!
The Service Desk Analyst (SDA), BCS Service Desk and Incident Management Specialist, and Service Desk Manager (SDM) courses are taught by experienced trainers with a wealth of knowledge around IT Service and Support and Service Desks.
This is dependent on the SDI course you take. The Service Desk Analyst course is three days long , the BCS Service Desk and Incident Management Specialist course is also three days, and the Service Desk Manager course takes four days.
Please see our SDI Training courses available in Belgium
The Knowledge Academy is the Leading global training provider for SDI Training.
The training fees for SDI Training in Belgium starts from €2695.
Show more down

Why we're the go to training provider for you


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Trusted & Approved

We are accredited by PeopleCert on behalf of AXELOS


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

santander logo
bmw Logo
Google Logo

Looking for more information on SDI Training



Special Discounts




Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.



Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.