Service Desk Institute courses

Service Desk Institute

For most organisations the Service Desk is their primary means of contact with customers and users and the perception that these parties have of the organisation is often based on their interaction with the service desk. Are you a service desk professional seeking professional development and recognition of your skills? Then the Service Desk Institute's (SDI's) professional certifications are for you. These industry-proven and internationally recognised certifications can help you get ahead throughout your IT support career. The certifications are based on the SDI Professional Standards. These professional standards set out clear definitions for key service desk roles and provide the basis of all SDI training and exams. The SDI certifications provide candidates with a structured IT service and support career path and progression route.

 

 

Service Desk Institute 

SDI Analyst

Course description

Service Desk Institute Analyst

The Service Desk Analyst course is a 3 day training course which leads to the Service Desk Analyst qualification. The course encourages delegates to participate in group exercises and discussions where they will identify the roles and responsibilities of a Service Desk.

Target audience

Aimed at service desk and support analysts with at least 9 months experience in an IT service and support environment. Training and certification provides essential development and a recognized certification.

Learning objectives & agenda

The support provided by a service desk analyst are crucial to business success and survival. The tasks performed by analysts are diverse set of skills are required to be a successful service desk analyst.

The Service Desk Analyst course equips service desk analyst with the requisite skills to deliver excellent customer service and support. The course also examines support methodologies and technologies and the tools utilised within a service desk environment and how these may be used effectively and efficiently.

The course also reviews concepts like Service Level Agreements, the benefits and pitfalls of service desk tools and methods, the importance of metrics and the implementation of Service Management processes and effective problem solving techniques that a Service desk Analyst can utilise.

This course is based upon the standards and objectives for SDI’s Service Desk Analyst qualification and ensures delegates are provided with the knowledge, information and tools to sit the SDA examination.

Day 1

  • Roles and responsibilities
  • Relationship management & team work
  • Effective communication skills and competencies
  • Problem solving practices & techniques

 

Day 2

  • Effective rapport and conflict management skills
  • Effective processes management & documentation
  • IT Service Management - the role of the service desk in:
    • incident management
    • problem management
    • change management
    • service continuity management
    • security and access management
    • knowledge management, and
    • service level management

Day 3

  • Quality assurance activities, customer satisfaction surveys and metrics
  • Tools and technologies (basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology)
  • Practice exam and review

Course material

The formal course is based on a set of lectures supported by slides, student handbook, exercises and sample examination questions. This course consists of a student manual that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

Prerequisites

Candidates must have at least 9 months of service desk experience of the SDI foundation certification

Examination

  • 60 questions
  • multiple choice
  • 60 minutes
  • 45 or more (75%) to pass.

SDI Manager

Course description

Service Desk Institute Manager

Being an effective Service Desk Manager requires a broad range of skills and capabilities, including but not limited to:

  • People & communication skills
  • Operational and logistical management skills
  • Financial management skills, and
  • Managerial, measurement and reporting skills

The SDI Manager course prepares service desk managers for the challenges faced in this role.

Target audience

Designed for both new and experienced service desk managers, team leaders and supervisors with between 3 and 5 years’ experience of the service desk environment.

IT operations managers and team leaders will also benefit from attending this course.

Learning objectives & agenda

The SDM course is a 4 day course that aims to prepare Service Desk Managers, Shift Leaders and Supervisors for their role as a manager in a service desk environment. The course is based on the standards and objectives for SDI’s Service Desk Manager (SDM) qualification and ensures delegates are provided with the knowledge, information and tools to sit the SDI SDM examination.

Day 1

  • Roles and responsibilities
  • Relationship management & team work
  • Effective communication skills and competencies
  • Problem solving practices and techniques

Day 2

  • Effective conflict management skills and building rappor
  • Establishing effective for processes and procedures for call handling and documentation
  • IT Service Management - the role of the service desk in:
    • incident management
    • problem management
    • change management
    • service continuity management
    • security and access management
    • knowledge management, and
    • service level management

Day 3

  • Quality assurance activities, customer satisfaction surveys and metrics
  • Tools and technologies (basics of PBX, ACD and IP telephony, CTI, self-service and self-healing technology)
  • Staff recruitment, retention and development
    • work environment
    • Motivation
    • reward and recognition strategies,
    • employee and customer satisfaction programmes,
    • performance management,
    • staff motivation,

Day 4

  • Leadership and management
    • the effective leader and manager,
    • improve your professional development,
    • Improve teamwork,
    • coaching & mentoring, and
  • stress management
  • Practice exam and review

Course material

The formal course is based on a set of lectures supported by slides, student handbook, exercises and sample examination questions. This course consists of a student manual that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

Prerequisites

3 to 5 years’ experience in a service desk or support environment. Holding the SDI Analyst Certificate is ideal.

Examination

  • 60 questions
  • multiple choice
  • 60 minutes
  • 45 or more (75%) to pass.