Certified Service Desk Manager (CSDM) - Netherlands

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