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 35: 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 36: Service Continuity Management
- Purpose and Responsibility of the Service Continuity Management
- Purpose of a Service Continuity Plan
- Components of a Service Continuity Plan
Module 37: 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 38: 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 39: Service Desk Metrics and Statistics
- Reason for Compiling Service Desk Metrics
- Common Service Desk Metrics
Domain 4: Resources
Module 40: 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 41: Self-Service
- Describe Self-Service
- Benefits of Self-Service
- Risks of Self-Service
- Common Examples of Self-Service
Module 42: Automation
- Describe Automation
- Examples of Automation
Module 43: Artificial Intelligence (AI)
- Describe AI
- Common Examples of AI
- Benefits of AI
- Challenges of AI
Module 44: Social Media
- What is Meant by Social Media?
- How to Use Social Media Tools Effectively
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