Existing and aspiring service desk managers and supervisors who need to develop their understanding of service desk management practices and build a set of management skills. It is recommended that the candidate has at least five years of professional experience directly related to the Service Desk, in roles such as:
• Service Desk Leaders
• Service Desk Supervisors
• Service Desk Managers
• Support Managers
• Service Delivery Managers
• Customer Service Managers.
PURPOSE
To validate the knowledge, skills, and understanding required to develop and deliver support technology strategies and technical assistance services that support the organizations strategic and business objectives. Additionally, to design, implement, and manage the necessary processes and services for a service desk, while also being able to integrate with other functions, processes, and standards to maximize IT efficiency and effectiveness. To achieve this, the candidate must demonstrate knowledge and understanding of key leadership and management competencies necessary to be a successful Service Desk Manager, including competencies in financial management and risk management.
MAIN TOPICS
Context of Service Desk Management and Its Integration with Business
Definition of Service and Value.
Business and Other Stakeholders.
Strategic Role of the Service Desk.
Integrating the Strategic Role of the Service Desk with the Business.
Required Competencies for Service Desk Management and Team Development
General Management Competencies.
Contextual Competencies.
Technical and Technological Competencies.
Implementation of a Service Desk
Pre-Operational Phase of Implementation.
Operational Phase of Implementation and Start-Up.
Service Desk Management
Processes for Service Desk Management.
Operational Processes of a Service Desk.
Technical Processes of a Service Desk.
Additional Considerations for Service Desk Management
Evaluation of Service Performance and Continuous Improvement.