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Service Desk Institute <BR>Service Desk and Support Manager <BR>Instructor Guide

Service Desk Institute
Service Desk and Support Manager
Instructor Guide

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Fully accredited by APMG, this Service Desk Institute Service Desk and Support Manager courseware is developed by leading industry experts who have followed the official The Service Desk Institute (SDI) syllabus. This is a white-labelled product and can be easily branded with your corporate logo, colours and contact details.

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This four-day SDI Service Desk & Support Manager (SDM) course covers 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 utilise. The course is based upon the standards and objectives for SDI’s Service Desk & Support Manager qualification (SDM) and ensures that candidates are provided with the knowledge, information and tools to successfully pass the SDM exam. This course provides a thorough understanding of, and qualification in, Service Desk & Support Management. The course also investigates the management of support methodologies and technologies and the tools utilised within the Service Desk and support teams.