Certified Service Desk Manager Training in Nairobi

Certified Service Desk Manager (CSDM) Course Outline

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 Management Frameworks
• Service Life Cycle
• Service Value System
• Service Value Chain

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

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

This Certified Service Desk Manager (CSDM) Training Course is designed to equip delegates 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

Effective service desk management is essential for maintaining high-quality IT support, enhancing user satisfaction, and achieving organisational goals. This course in Nairobi introduces the advanced skills and strategies required to excel as a Service Desk Manager, enabling delegates to lead and optimise service desk operations successfully.

Proficiency in service desk management is crucial for those overseeing IT Support Teams or Managing Service Delivery. This expertise empowers professionals to implement industry best practices, manage escalations, and align service desk operations with broader business objectives.

This intensive 3-day Certified Service Desk Manager (CSDM) Training by The Knowledge Academy provides delegates with the knowledge and capabilities to manage service desks effectively at a senior level. Delegates will learn to lead teams, optimise workflows, and use performance metrics to ensure continuous improvement. By the end of this course, delegates will have the confidence and skills to excel as service desk leaders.

Course Objectives

• To understand the role of a Service Desk Manager and its impact on IT service delivery
• To develop leadership and communication skills for managing service desk teams
• To optimise service desk operations using performance metrics and frameworks
• To manage escalations and ensure efficient incident resolution
• To implement strategies for continuous improvement and user satisfaction

After completing this Certified Service Desk Manager (CSDM) Course in Nairobi, delegates will receive an internationally recognised Service Desk Institute Certification, showcasing their expertise in managing service desks and delivering high-quality IT support services.

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