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Service Desk & Support Manager

Course Type:
Training Costs:
Exam Costs:
Next Course:
R 5495
R 1470
4 days
05 August 2019


Pink Elephant is globally accredited to provide SDI® education for the certification program. The organisation is accredited by the APM Group.

Your instructor is a highly experienced SDI® certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality as well as many years of experience implementing SDI® processes in a variety of organisations worldwide.


Service Desk Manager Certificate


Start Date Type Start Day Location Cost (excl. VAT) Register
05-08-2019 Classroom Monday Joburg R 5495 Register
01-10-2019 Classroom Tuesday Joburg R 5495 Register


This course prepares participants for the examination leading to the SDI® Certificate: Support Manager. A 60-minutes exam is scheduled on the last day of the course. It consists of 60 multiple choice questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 65% is required to receive your certificate.


Essential development and recognised qualifications for IT Service & Support Analysts and Service Desk Managers. Leads to the Service Desk Institute certifications.

The SDI logo® is a Registered Trade Mark of the Service Desk Institute.

The Course

Course Overview

Excellent Service Desk support is vital to ensure a company consistently delivers the required IT Service & Support levels. 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.

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

Target Group

The training SDI® Classroom is designed to provide insight into the basic processes of, understanding, and is therefore especially suitable for:

  • The course is designed for both new and experienced Service Desk Managers
  • team leaders
  • supervisors

Knowledge Objective

  • Roles and responsibilities - learn about everything you need to know about being an efficient and effective service desk analyst and the key concepts required to deliver effective support
  • Relationship management - discover the importance of team work, customer relationships and cultural awareness, best practice customer service, dealing effectively with difficult situations and teamwork
  • Effective communication skills and competencies - identify and develop the core competencies of communication required on the service desk
  • Problem solving - examine the process and practice the techniques
  • Effective rapport and conflict management skills - learn how to deal successfully with a variety of people and situations, including the difficult ones
  • Effective processes management - establish the need for processes and procedures for call handling and how to create high-quality documentation
  • IT Service Management (based on the ITIL® Framework) - learn about the role of the service desk in the incident management process such as best practice procedures for escalations, problem, change and IT service continuity management, effective knowledge and service level management, IT security
  • Quality assurance activities - review the importance of quality processes, customer satisfaction surveys and the benefits of metrics
  • Tools and technologies - gain an insight in to the basics of PBX, ACD and IP telephony, CTI, selfservice and self-healing technology
  • Staff recruitment, retention and development - examine effective recruitment programmes, core skills, staff development, effective relationships with teams and individuals
  • Motivation - establish reward and recognition strategies, employee and customer satisfaction programmes, performance management, staff motivation, work environment
  • Leadership and management - discover how to be an effective leader and manager, improve your professional development, and hone teamwork, coaching, mentoring and stress management skills


4 days