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Home Courses SDM: Service Desk Manager


SDM: Service Desk Manager

Length: 4 Days    Cost: $2,500 + GST    Version: SDM

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About this Course

Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management.


This interactive four-day SDM qualification course is designed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practice and how to run an effective support operation. Suitable for those with at least three years’ experience in a service desk environment.


It is recommended that those who attend this course have at least 3 years experience in a service desk environment.

At Course Completion

This course is designed to provide service desk managers and supervisors with an understanding of the service desk and support environment as well as promoting a greater understanding of the current market place and the responsibilities of a service desk manager.

There are three key distinctions in regards to responsbility and ownership which we would like to clarify for delegates.  As the training institution, ACE is responsible for delivering the training material and facilitating the exam.  APMG is reponsible for the examination as APMG-International is a leading Examination Institute.  The overall ownership of the material belongs to SDI. 

The SDI's SDM examination candidate terms and conditions can be found at . 

Course Outline

Defining Strategic Requirements

Plan for the strategic development of the service desk to support an organisation’s overall business goals.

Developing a Strategic Role

Define the strategies and techniques for a successful support operation that is integrated with the organisation’s overall business goals.

Essential Management Skills

Examine key commercial management skills including integrating IT services, financial management, managing behaviours and communication.

Integrating the Service Desk

Identify the need for relationship and network building.

Promoting the Service Desk

Understand the promotional tool-kit available to the service desk.

Quality Assurance Activities

Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models.

Effective Management of Tools and Technologies

Review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels,

self-service and self-healing.

Staff Recruitment, Retention and Development

Examine effective recruitment programmes, staff development, effective relationships with teams and individuals, behaviour and performance.

Professional Development

Recognise the importance of on-going development for yourself and your team and explore coaching, mentoring and stress management.

Leadership and Management

Discover how to be an effective leader and manager, improve your professional development, and hone your teamwork, coaching, mentoring and stress management skills.

IT Service Management

Examine service desk responsibilities in key ITIL® processes.

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