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Certified Service Desk Manager (CSDM) Overview
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:
Module 1: Defining Strategic Requirements
- Define Service Desk
- Roles and Responsibilities of Service Desks
- Strategy Planning
- Best Practices
Module 2: Developing a Strategic Role
- Service Strategy
- Service Generation
Module 3: Essential Management Skills
- Introduction to Essential Management Skills
- Individual Change Readiness
- Creating a Change Management Plan
- Dealing with Resistance
- Communication Techniques
- Effective Communication Skills
- Problems with Communication
- Handling Users
- Improving Your Verbal and Email Communication
- Internal Communication
- Common and Overcoming Barriers to Communication
- AIDA Model
- Effective Communication Guidelines
Module 4: Integrating the Service Desk
- Importance of Effective Work Relationships
- Continual Service Improvement Model
- Activities Supporting CSI
Module 5: Promoting the Service Desk
- Overview of Promoting the Service Desk
- Principles of Stakeholder Engagement
- Strategies for Mobilising Stakeholders
Module 6: Quality Assurance Activities
- Introduction
- Purpose of Customer Feedback
- Ways to Collect Customer Feedback
- Importance of Customer Satisfaction Surveys
Module 7: Effective Management of Tools and Technologies
- Automated Call Distribution (ACD)
- Computer Telephony Integration (CTI)
- Benefits of Self-Service
Module 8: Staff Recruitment and Retention
- Introduction to Staff Recruitment and Retention
- Devising an HR Agenda and Strategy
- HR Policy Documentation
- Creating an HR Policy Manual
- HR Policy Reviews
Module 9: Professional Development
- Introduction
- Benefits of Professional Development
- Coaching and Mentoring
- Benefits of Coaching and Mentoring
Module 10: Leadership and Management
- Defining Management
- What is the Role of the Manager?
- Descriptions of the Role of a Manager
- Responsibilities of a Manager
- Objectives of a Manager
- Discuss
- Succeeding as a Manager
- Useful Skills to Have
- Types of Management Style
- Leadership Vs Management
- Qualities of a Good Leader
- Visionary Leaders
- Connective Leaders
- Storytellers
- Adaptive Leaders
- Transformational Vs Transactional
- Dispersed Leadership
- Goleman – Leadership Styles
- Choosing the Appropriate Leadership Style in Any Given Situation
- Situational Leadership
- Leadership and Management
Module 11: IT Service Management
- Introduction to ITSM
- Key Concepts
- Guiding Principles
- ITSM Framework
- Problem Management
Module 12: Service Management Framework
- Service Life Cycle
- Core Component
- Service Strategy
- Service Transition
- Service Operation
Who should attend this Certified Service Desk Manager (CSDM) Training Course?
This Certified Service Desk Manager (CSDM) Training Course is designed to equip participants with the skills and knowledge necessary to effectively lead and manage service desk operations. This training course is especially beneficial for:
- Service Desk Managers
- IT Support Managers
- Technical Support Managers
- Service Delivery Managers
- IT Operations Managers
- Help Desk Managers
- Technical Managers
Prerequisites of the Certified Service Desk Manager (CSDM) Training Course
There are no formal prerequisites for this Certified Service Desk Manager (CSDM) Training Course. However, some prior experience in Service Desk or IT support roles would be beneficial.
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.
What’s included in this Certified Service Desk Manager (CSDM) Training Course?
- Certified Service Desk Manager (CSDM) Examination
- World-Class Training Sessions from Experienced Instructors
- Certified Service Desk Manager (CSDM) Certificate
- Digital Delegate Pack
Certified Service Desk Manager (CSDM) Exam Information
To achieve the Certified Service Desk Manager (CSDM), candidates will need to sit for an examination. The exam format is as follows:
- Question Type: Multiple Choice
- Total Questions: 40
- Total Marks: 40 Marks
- Pass Mark: 65%, or 26/40 Marks
- Duration: 60 Minutes
- Open Book/ Closed Book: Closed Book
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Certified Service Desk Manager (CSDM). Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's Certified Service Desk Manager (CSDM), accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's Certified Service Desk Manager (CSDM). Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Certified Service Desk Manager (CSDM) sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Certified Service Desk Manager (CSDM) at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Certified Service Desk Manager (CSDM) offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
The trainer coped very well with tailoring the course to suit the needs of the very small number of trainees with no notice.
Gill Brewer
Amazingly knowledgeable on the subject matter and presented it in a very approachable way. The days went fast which is a sign of a good trainer.
Dean Whitehouse
Craig was extremely personable and delivered the course in an engaging manner with lots of real world examples to back up the theory behind things. He asked us a lot of questions and discussed how our work places tie in with the topics being discussed.
Tom Daunt
Certified Service Desk Manager (CSDM) FAQs
This Certified Service Desk Manager (CSDM) Training equips individuals with the knowledge and skills to manage Service Desk operations effectively. It covers strategic leadership, service delivery management, performance monitoring, and customer relationship management within an IT service environment.
The benefits of this course include improved leadership and management skills, a better understanding of service delivery processes, enhanced team performance, and improved customer satisfaction. The certification also provides industry recognition, making it easier to advance in your career.
There are no formal prerequisites for taking this course. However, having experience in IT service management or working within a Service Desk environment is highly beneficial for understanding the course content.
This course is essential for professionals aiming to manage or lead Service Desk teams, as it provides tools and techniques to handle the challenges of service delivery. It ensures that the Service Desk operates efficiently and aligns with organisational goals, leading to better customer service outcomes.
This course is considered intermediate, making it accessible to those with some foundational knowledge of IT service management or Service Desk operations. It’s suitable for individuals with managerial aspirations or responsibilities in Service Desk settings.
The course includes modules on leadership and management in a Service Desk context, performance measurement, customer satisfaction improvement strategies, incident and problem management, and implementing best practices in service management.
This Certified Service Desk Manager Course is ideal for Service Desk Managers, Team Leaders, IT Managers, and professionals looking to advance into leadership roles within the Service Desk or IT support environment.
Upon completing this course, delegates can apply their skills to optimise Service Desk operations in their organisation, pursue advanced certifications, or seek promotions to higher management roles such as Service Desk Director or IT Operations Manager.
The duration of this Certified Service Desk Manager Training spans across 3 days. For self-paced courses, the duration may vary based on the delegate's schedule, allowing flexibility to complete the training at their own pace.
If you encounter issues accessing your Certified Service Desk Manager Training, you should contact The Knowledge Academy's support team. They will help troubleshoot technical issues and provide alternative access to the course materials.
This certification was developed by industry professionals and service management experts to meet the evolving needs of Service Desk management. It is designed based on current best practices and frameworks like ITIL® and focuses on real-world applications.
This training course enhances your credibility and managerial skillset, positioning you for promotions or new job opportunities in Service Desk leadership. The certification validates your expertise in handling Service Desk operations, boosting your employability and chances for career progression.
Yes, after successfully completing the training course and passing any required exams, you will receive a Certified Service Desk Manager Certification, recognised internationally in the service management industry.
Yes, self-paced online training is available for this Certified Service Desk Manager Training Course, allowing delegates to complete the course at their convenience and progress through the material according to their schedule.
Yes, 24/7 support is available throughout this Certified Service Desk Manager Training. Delegates can access help for any technical issues, queries regarding course materials, or assistance with accessing the training platform at any time.
In this course, you will learn effective Service Desk management strategies, leadership techniques, how to improve customer satisfaction, methods to measure and enhance performance, and best practices for incident and problem management in a Service Desk environment.
The training fees for Certified Service Desk Manager (CSDM)in Czech Republic starts from €2695
The Knowledge Academy is the Leading global training provider for Certified Service Desk Manager (CSDM).
Please see our SDI Training courses available in Czech Republic
Why choose us
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.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"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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