Service Desk Manager (February 14-18, 2022)
Date(s) - Feb 14,2022 - Feb 18,2022
1:00 pm - 5:00 pm
SAS Management, Inc. Virtual Classrooms, Makati, Philippines - Anywhere using Zoom
Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities
and an awareness of logistics to financial acumen and presentation skills. This course provides a
thorough understanding of, and qualification in Service Desk Management. The course also looks at the
management of support methodologies and technologies and the tools utilized within the Service Desk.
It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of
metrics; the implementation of service management processes and effective problem-solving
techniques that a Service Desk Manager can utilize. The course is based upon the standards and
objectives for Service Desk Institute’s (SDI) Service Desk Manager qualification and ensures that
students are provided with the knowledge, information and tools to take the SDM exam.