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 Fleet 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.

Fleet is a town located in Hampshire, England, around 30 miles from London. The population stands at about 38,000 people. The term Fleet usually includes the villages of Ancells Park, Elvetham Health, Pondtail, Crookham Village and Church Crookham. The Hart district, Fleet being the main town of this, has been voted the best place to live in the UK by the Halifax Quality of Life study on numerous occasions. This is thought to be due to the better health and weather conditions compared to other areas of the country and the high amount of leisure space and countryside. There are thirteen schools in Fleet, most of which are Infant and Primary schools, including Tweseldown Infants, Church Crookham Juniors, Elvetham Heath Primary School and Heatherside Juniors. There is one independent school which is the girls-only St Nicholas’ School. 

Nearby Locations include:

  • church crookham
  • crookham village

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T: 01344203999

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led SDI Training | Certified Service Desk Manager Training in Fleet. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's SDI Training | Certified Service Desk Manager Training in Fleet, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's SDI Training | Certified Service Desk Manager Training in Fleet. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led SDI Training | Certified Service Desk Manager Training in Fleet sessions.


Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training 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

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment


Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.


Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs


Maximise your training budget

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


Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings


Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

SDI Training | Certified Service Desk Manager Training in Fleet FAQs

Each delegate is provided with an official The Knowledge Academy courseware book, pre-course material, a certificate, and refreshments.
The training fees for Certified Service Desk Manager (CSDM) certification in Fleet starts from £2295
The Knowledge Academy is the Leading global training provider for Certified Service Desk Manager (CSDM).
Please see our SDI Training courses available in Fleet
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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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