Service Desk Manager is an IT service support solution to streamline support operations through tight integrations between request, incident, problem, change, knowledge, and asset and configuration management processes.
Service Desk Manager Training Curriculum
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.
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.
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.
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 maximise the use of knowledge management, Determine the importance of a good change management process.
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 benefit 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 behaviour.
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.
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.
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.
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.
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.