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Classroom Training

At The Knowledge Academy, our classroom-based training courses allow delegates to study and learn in a friendly, engaging, and interactive environment. We ensure the very best level of teaching, with first-rate instructors, resources, and state-of-the-art facilities. We provide courses of varying durations and can arrange weekend and residential courses in order to suit your requirements.

Furthermore, our classroom courses are carried out in thousands of locations worldwide, making training easily accessible wherever you are. Our courses typically begin at 9.00 am and continue until 5.00 pm each day, with breaks and refreshments provided. , As our most popular form of training available, we pride ourselves in continuously delivering an outstanding learning experience for our delegates in the classroom.

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  • Direct support from our experienced trainers throughout the course
  • Training courses available in thousands of locations globally
  • Partake in engaging and valuable activities in the classroom to boost your learning potential
  • Receive an all-encompassing learning experience

Online Training

Our online-based training courses aim to provide you with a complete training experience. Due to their flexibility, these courses are greatly suited to busy working professionals, or any individual who would prefer the convenience of an online training course.

Our Computer-Based Training (CBT) courses remove the time and cost associated with travelling to course locations. You can complete your chosen course in any location, and work at your own pace, as the learning portal can be accessed 24/7. All of our online training courses have technical and administrative support and mobile access. Furthermore, each course has been carefully designed to incorporate informative, instructive, and engaging content. In this way, online learning can guarantee a valuable and enjoyable training solution.

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  • Our flexible online courses provide you with 24/7 access
  • Take your time with 90 days from first login to complete the course
  • Enjoy an engaging and interactive learning experience
  • Courses available through our easy-to-use learning portal

In-House Training

Our In-House training option allows you to select any of our courses and receive training at a venue of your choice, by any method of your choice.

In-House courses deliver training to multiple employees at once, thus reducing travel expenses and providing you with the ultimate convenience and value for money. In addition, this option allows you to receive a training course that has been specifically tailored to meet your business needs, ensuring first-class quality, applicability, and value.

By choosing to bring bespoke training to the office, you can improve business performance, and make your organisation more streamlined, resourceful, and profitable. With over 25 years’ of experience, we are the market-leaders of In-House training.

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  • Reduce the costs of employees taking time away from the workplace to train
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  • Monitor your employees’ progress and ensure that they receive applicable qualifications

Virtual Training

Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment. In this environment, our expert training instructors will be able to convey information and provide you with the all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global training provider, this method of training allows us to extend our training scope to those who may not be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.

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  • Receive direct support from our experienced trainers
  • Acquire the benefits of a classroom course, without the need to travel
  • Train from the comfort of your own home using remote access
  • All virtual training courses come with technical and administrative support
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IT Service Management

Service Desk Manager (SDM)

  • SDI Training in luxury nationwide venues
  • Understand the importance of business and IT integration
  • Identify techniques for staff assessment and staff development
Popular Course
Accredited:YesAccrediting body: Enquire See Prices

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Course Information

Service Desk Manager (SDM) 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

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Service Desk Manager (SDM) 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. This course falls under the wider umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals. 

 

This Service Desk Manager training course is accredited by APMG, a leading accreditation and examination institute.

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Who should attend?

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 service desk experience.

Service Desk Manager (SDM) Examination

The exam is:

  • 60 minutes

  • Closed book

  • 60 questions

  • Multiple choice

  • 65% pass mark

Available delivery methods for this course:

Classroom

In-house

Online

Virtual

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Dates & Prices for Service Desk Manager (SDM)

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Why choose Virtual?

Attend your course from the office or home
Interactive support from experienced trainers
Simple to setup and easy to use on any device

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How will you be funding your training?

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Best Price in the Industry

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Resources Included

Resources are included for a comprehensive learning experience

Various Delivery Methods

Flexible delivery methods are available depending on your learning style


Service Desk Manager (SDM) FAQs

The SDI (Service Desk Institute) is an organisation which provides a worldwide network for IT Service Professionals, creating a community for all those working in the IT Service and Support Industry.
Each delegate is provided with an official The Knowledge Academy courseware book, pre-course material, a certificate, and refreshments.
The Service Desk Analyst (SDA), BCS Service Desk and Incident Management Specialist, and Service Desk Manager (SDM) courses are taught by experienced trainers with a wealth of knowledge around IT Service and Support and Service Desks.
We provide SDI training courses in a wide variety of locations across the UK and the world.

Some of our clients

"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

"...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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