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
Potential benefits for the Business
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.
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Frequently asked questions (FAQs)
1. What is the validity of SDI® Service Desk Manager Certification?
SDI® Service Desk Manager Certification is not valid only for a defined period and does not expire.
2. Which are the cities where KPMG in India conducts SDI® training and certification?
We conduct SDI® certification trainings in major cities like Bangalore/Bengaluru, Delhi and NCR (Gurgaon/Gurugram, Noida), Mumbai, Pune, Chennai, Hyderabad. However, training can be conducted in other cities as well as long as there is a minimum count of participants.
3. What is the exam format for SDI® Service Desk Manager Certification?
SDI® Service Desk Manager Certification Exam is in the multiple choice format, with 60 questions per paper. Requires a score of 45 marks or more to pass. The duration of the exam is 60 minutes and is a closed book exam.
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