Course information

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

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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.

 

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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

Our Hong Kong venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Hong Kong is an autonomous territory of the People’s Republic of China and can be located on the southern coast of China. Hong Kong has a population of around 7 million people. The education system in Hong Kong is mostly based around the English system and it is overseen by the Education Bureau and the Social Welfare Department. One of the earliest schools in Hong Kong was Li Ying College established in 1075. The education level begins with preschool education that is payable education, paid by pupil’s parents. The primary and secondary education is mandatory for every child in Hong Kong to attend from the age of 6 to 18. Higher education remains exclusive in Hong Kong and adult education is a growing sector in Hong Kong, with two non-profit school running evening courses. The University of Hong Kong was founded in 1911 and is the oldest tertiary (higher education) institution in Hong Kong and is organised into 10 academic faculties with English as the main language of instruction. The Education Bureau in Hong Kong also provides educational services for immigrant children from mainland China and other countries. Hong Kong also has 175 internal schools.

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Address

62/F & 66/F
The Center
99 Queens Road
Central
Hong Kong

T: +852 2592 5349

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led SDI Training | Certified Service Desk Manager Training in Hong Kong. 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.

Unlock your potential with The Knowledge Academy's SDI Training | Certified Service Desk Manager Training in Hong Kong, 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.

What our customers are saying

SDI Training | Certified Service Desk Manager Training in Hong Kong 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 Hong Kong starts from HKD16195
The Knowledge Academy is the Leading global training provider for Certified Service Desk Manager (CSDM).
Please see our SDI Training courses available in Hong Kong
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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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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality 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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