SDI Service Desk Manager Certification Training Course

SDI Service Desk Manager Certification Training Course

SDI Service Desk Manager Certification Training Course by KPMG provides a thorough understanding of the core areas of service desk management.

SDI Service Desk Manager Certification Training Course by KPMG provides a thorough...


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

The course is delivered via classroom training. Our instructors are accredited by APMG, who are authorised by Service Desk Institute (SDI).

Our trainers bring vast industry experience of consulting and training to the table, which makes the course interactive and with real world application.

Course content / outline

Module 1: Defining strategic requirements

Module 2: Developing a strategic role

Module 3: Essential management skills

Module 4: Integrating the service desk

Module 5: Promoting the service desk

Module 6: Quality assurance activities

Module 7: Effective management of tools and technologies

Module 8: Staff recruitment, retention and development

Module 9: Professional development

Module 10: Leadership and management

Module 11: IT service management

Who should attend?

This interactive three-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 practices and how to run effective support operations. It is ideally suitable for those with at least three years’ experience in a service desk environment.

What is in it for participants?

Potential benefits for Individuals

  • A thorough grounding in the skills required to lead, motivate and manage a service desk team
  • An internationally recognised SDM qualification from APMG International®.

Potential benefits for the Business

  • The complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies


Three days

SDI Service Desk Manager Certification

Participants will have to appear for SDI Service Desk Manager Certification exam on the final day of the training. The exam consists of 60 multiple choice questions for a duration of one hour. It is designed to test your knowledge and understanding of the official SDI standards. Participants will receive a certificate on the basis of performance during the evaluation. Candidates have to score 39 correct out of 60 (65 per cent) to pass the exam and 52 correct out of 60 to attain higher mastery.

For more details:


Upcoming webinar

Name of the webinar Become A Global Asset
Date & Time 25 May 2017
19:30 IST (GMT +5.5)
Duration: 45-60 mins
Presenter KPMG & Service Desk Institute
Topic: IT Service management
For registrations and further details contact:


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