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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:​

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

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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.


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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 

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

Why choose us

Our Birmingham venue


Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Birmingham is a large city in the West Midlands of England. It is the second largest and second most populous city in the UK behind London. It has an estimated population of nearly 1.2 million people. It is the ninth largest metropolitan area in Europe. The city is a major international commercial centre and an important transport, retail, events and conference hub for England. Education in the UK is a devolved matter, meaning each of the countries that constitute Great Britain each have separate systems operating under separate governments.  For example: the UK government is responsible for England, whilst the Scottish government, Welsh government and the Northern Ireland Executive are in charge of their own country.

Popular searched areas in and around Birmingham include:-

  • Aston
  • Birmingham International Airport
  • Bournville
  • Castle Bromwich
  • Coleshill
  • Edgbaston
  • Erdington
  • Handsworth
  • Harborne
  • Hockley
  • Hollywood
  • Kings Norton
  • Maypole
  • Moseley
  • Northfield
  • Selly Oak
  • Sheldon
  • Vauxhall
  • Yardley

Birmingham City Council is England's largest local education authority. It is responsible for around 450 schools including nurseries, primary schools, secondary schools and special schools. Most schools are 11-16/18 comprehensive schools while students have the choice of college or sixth form after they have sat their GCSE’s. Bishop Vesey's Grammar School, founded in 1527, is the one of the oldest and perhaps the most prestigious school in the city. Birmingham is a densely populated city for universities with five in the city. These universities are: Aston University, University of Birmingham, Birmingham City University, University College Birmingham and Newman University. There also campuses for the university of law, the BPP University and the Open University West Midlands. There are an estimated 79,000 full time students in the Birmingham area. This is more than any city outside of London in the UK. The University of Birmingham is a highly respected university and is ranked inside the top 100 universities in the world and is a top 15 university in the UK. The motto of this university is “persuasive, persistent and bold.” They claim to encourage and empower to turn their ideas into a reality in order to make things happen. The university has a tradition of innovative research and is always striving to push the boundaries. The Knowledge Academy, we offer over 50,000 classroom based training courses in the UK, including popular locations such as Birmingham.

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The Knowledge Academy – 3rd Floor

Eleven Brindley Place

2 Brunswick Square


B1 2LP

T: 01344203999

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.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

SDI Training | Certified Service Desk Manager Training in Birmingham FAQs


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 Birmingham starts from £2195
The Knowledge Academy is the Leading global training provider for Certified Service Desk Manager (CSDM).
Please see our SDI Training courses available in Birmingham

Why choose us


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.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


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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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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We may not have any package deals available including this course. If you enquire or give us a call on 01344203999 and speak to our training experts, we should be able to help you with your requirements.