SERVICE DESK MANAGER Training

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SERVICE DESK MANAGER Training


 (4.9) | 378 Ratings


Introduction


SERVICE DESK MANAGER Training Details
Track Regular Track Weekend Track Fast Track
Course Duration 30 Hrs 8 Weekends 5 Days
Hours 1hr/day 2 Hours a day 6 Hours a day
Training Mode Online Classroom Online Classroom Online Classroom
Delivery Instructor Led-Live Instructor Led-Live Instructor Led-Live


Course Curriculum

Service Desk Manager Details

Building The Right Conceptual Model

  • Understand the role of support within the context of the organisations overall mission and strategic business goals
  • Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
  • Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk.

Business Integration

  • Understand the importance of business and IT integration
  • Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
  • Understand the importance and need for goals and objectives
  • Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it
  • Determine the type and style of management reporting that best meets the organisation’s needs

 Service Culture

  • Recognise and understand the importance of understanding our customer’s expectations and perceptions
  • Understand the benefit of using SLAs effectively as a service quality improvement tool
  • Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition

Implementation Planning

  • Determine how to develop a project plan to set-up or re-design the Service Desk
  • Identify the steps required in a project plan
  • Understand the importance of effective Process Management
  • Examine the ITSM processes with which the Service Desk has involvement
  • Determine the function of the Service Desk within the problem management process
  • Identify methods for setting priorities
  • Understand ways to maximize the use of knowledge management
  • Determine the importance of a good change management process

Operational Processes

  • Understand the importance of clear and straightforward processes within the workplace
  • Determine the benefits of a problem management process, and its interfaces with other key processes
  • Understand the importance of root cause analysis
  • Review the importance and benefits of metrics as part of the customer service processes

People And Motivation

  • Examine motivational theories and how they apply within the workplace
  • Identify the key skills and attributes required for Service Desk staff
  • Review work environment factors and their impact on staff motivation and behavior

People Skills And Knowledge

  • Determine different categories of skills and knowledge required by staff
  • Identify the core business knowledge, all staff should possess as a minimum
  • Determine the manner in which staff currently acquire their skills and knowledge

Quality Assurance

  • Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectations
  • Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance

Tools And Technologies

  • Identify the commonly used Service Desk tools and technologies, their benefits and pitfalls
  • Examine the various knowledge tools available to the Service Desk
  • Identify which tools we use, which we need and why we need them

Business Mastery

  • Understand the responsibilities of the Service Desk in contributing to IT and business objectives
  • Implement ways to recognize and promote the benefits a Service Desk brings to the business
  • Gain a basic understanding of financial principles and business awareness

Organisational Leadership

  • Identify the skills required for the Service Desk team from the customer’s perspective and ours
  • Determine methods to recruit and retain talented staff
  • Identify the qualities that make for effective leadership and how to develop them

Professional Development

  • Determine how well we manage our time and develop ways for improving our time management skills
  • Understand the importance of continual personal development, continual learning and of staying current within the industry
  • Identify techniques for staff assessment and staff development

Service Desk Manager Project

 

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Course Curriculum

Service Desk Manager Details

Building The Right Conceptual Model

  • Understand the role of support within the context of the organisations overall mission and strategic business goals
  • Determine the design and set-up of a successful support organisation based on proven strategies and known best practices
  • Develop a clear understanding of the elements that must be present for establishment of a successful Service Desk.

Business Integration

  • Understand the importance of business and IT integration
  • Develop strategies aligned to organizational objectives that are designed to take advantage of business opportunities
  • Understand the importance and need for goals and objectives
  • Understand the importance of ensuring all staff are aware of the role they play in the business and why they do it
  • Determine the type and style of management reporting that best meets the organisation’s needs

 Service Culture

  • Recognise and understand the importance of understanding our customer’s expectations and perceptions
  • Understand the benefit of using SLAs effectively as a service quality improvement tool
  • Understand the importance of a reward and recognition strategy and identify some different methods of reward and recognition

Implementation Planning

  • Determine how to develop a project plan to set-up or re-design the Service Desk
  • Identify the steps required in a project plan
  • Understand the importance of effective Process Management
  • Examine the ITSM processes with which the Service Desk has involvement
  • Determine the function of the Service Desk within the problem management process
  • Identify methods for setting priorities
  • Understand ways to maximize the use of knowledge management
  • Determine the importance of a good change management process

Operational Processes

  • Understand the importance of clear and straightforward processes within the workplace
  • Determine the benefits of a problem management process, and its interfaces with other key processes
  • Understand the importance of root cause analysis
  • Review the importance and benefits of metrics as part of the customer service processes

People And Motivation

  • Examine motivational theories and how they apply within the workplace
  • Identify the key skills and attributes required for Service Desk staff
  • Review work environment factors and their impact on staff motivation and behavior

People Skills And Knowledge

  • Determine different categories of skills and knowledge required by staff
  • Identify the core business knowledge, all staff should possess as a minimum
  • Determine the manner in which staff currently acquire their skills and knowledge

Quality Assurance

  • Understand the common QA practices used to assess, modify and improve IT services in order to meet and exceed customer expectations
  • Understand the role of benchmarking in the Service Desk environment in order to obtain a comparative evaluation of performance

Tools And Technologies

  • Identify the commonly used Service Desk tools and technologies, their benefits and pitfalls
  • Examine the various knowledge tools available to the Service Desk
  • Identify which tools we use, which we need and why we need them

Business Mastery

  • Understand the responsibilities of the Service Desk in contributing to IT and business objectives
  • Implement ways to recognize and promote the benefits a Service Desk brings to the business
  • Gain a basic understanding of financial principles and business awareness

Organisational Leadership

  • Identify the skills required for the Service Desk team from the customer’s perspective and ours
  • Determine methods to recruit and retain talented staff
  • Identify the qualities that make for effective leadership and how to develop them

Professional Development

  • Determine how well we manage our time and develop ways for improving our time management skills
  • Understand the importance of continual personal development, continual learning and of staying current within the industry
  • Identify techniques for staff assessment and staff development

Service Desk Manager Project

 

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  +91 996-629-7972(IND)
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