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Certified Service Desk Manager (CSDM)

Key points about this course


Duration: 4 Days*

Exam: Included

Dates & Prices Enquire
  • Learn how to define strategic requirements.
  • Includes course materials, exam, completion certificate, & refreshments.
  • Learn how to integrate the Service Desk.

Available delivery methods for this course

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Classroom

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In-house

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Live Virtual

Course Information

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.

 

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:

  • 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

*After completing 3 days of classroom training, the fourth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your SDM exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

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.

Each delegate is provided with an official The Knowledge Academy courseware book, pre-course material, a certificate, and refreshments.

What’s Included

  • The Certified Service Desk Manager (CSDM) Examination
  • The Knowledge Academy’s Certified Service Desk Manager Manual
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

Certified Service Desk Manager (CSDM) Examination

The exam is:

  • 40 questions
  • Multiple choice
  • Duration of 1 hour
  • Pass mark of 65%
  • Closed book

 

*After completing 3 days of classroom training, the fourth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your SDM exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

 

 

Dates & Prices

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Key points about this course


Duration: 4 Days*

Exam: Included


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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.

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Various delivery methods

Flexible delivery methods are available depending on your learning style.

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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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