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Course Information

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:

  • Defining Strategic Requirements
  • Developing a Strategic Role
  • Essential Management Skills
  • Integrating the Service Desk
  • Promoting the Service Desk
  • Quality Assurance Activities
  • Effective Management of Tools and Technologies
  • Staff Recruitment, Retention, and Development
  • Professional Development
  • Leadership & Management
  • IT Service Management

*After completing 3 days of classroom training, the fourth day of this course is a flexible exam preparation day to complete at your convenience to prepare you to take and pass your SDM exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Sit your exam at your home, office, or work when you are ready 

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Who should attend this Service Desk Training Course?

This course is ideal for both new and experienced Service Desk Managers, Team Leaders, and Supervisors.

Prerequisites

This course is suitable for professionals with at least three years of service desk experience.

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.

 

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What’s Included in this Service Desk Training Course?

  • The Certified Service Desk Manager (CSDM) Examination
  • The Knowledge Academy’s Certified Service Desk Manager Manual
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

*After completing 3 days of classroom training, the fourth day of this course is a flexible exam preparation day to complete at your convenience to prepare you to take and pass your SDM exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Sit your exam at your home, office, or work when you are ready

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Certified Service Desk Manager Exam

The exam is:

  • Multiple choice questions
  • Duration of 60 minutes
  • 65% pass mark
  • Closed book

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

What our customers are saying

Frequently asked questions

FAQ's

Each delegate is provided with an official The Knowledge Academy courseware book, pre-course material, a certificate, and refreshments.
The price for Certified Service Desk Manager (CSDM) certification in Canada starts from CAD2495
The Knowledge Academy is the Leading global training provider in the world for Certified Service Desk Manager (CSDM).
Please see our SDI Training courses available in Canada

Why choose us

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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.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"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

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