Program Overview
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.

5 Days

Learning Objectives
Upon completion of this program, participants will be able to:

  • Gain a thorough grounding in the skills required to build, lead, motivate and manage a service
  •  Get a guide to the practical Service Desk management tools, tips, standards and support
  •  Gain an overview of industry recognized IT Service Management best practices, including ITIL processes Interpret a Profit & Loss Statement and Balance Sheet
  •  Achieve an internationally-recognized Service Desk Management qualification

Target Audience
The course is designed for both new and experienced Service Desk Managers, team leaders and supervisors. Between 3 and 5 years’ experience of the Service Desk environment is ideal.


Download the Course Outline: Certified Service Desk Manager 2019


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