Course Title:

Service Desk Institute - Manager 2017
(Certificate)

School/Trainer:

Global Knowledge Canada

Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada

Course format: Classroom
Description:

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.

Defining strategic requirements
Plan for the strategic development of the service desk within an organisation&,#146,s overall business goals

Developing a strategic role
Define the strategies and techniques for a successful support operation that is integrated with the organisation&,#146,s overall business goals

Essential management skills
Examine key commercial management skills including integrating IT services, business cases, financial management, strategic responsibilities, defining processes and procedures, gap analysis, project management, behaviours and communication

Integrating the service desk
Identify the need for relationship and network building, contribute to IT and business objectives, continual improvement and assessing the best sourcing option

Promoting the service desk
Plan the promotional objectives, strategies and tactics for the service desk

Quality assurance activities
Review QA programmes and practices including satisfaction surveys, benchmarking, monitoring methods, service delivery models and resource management

Effective management of tools and technologies
Review and evaluate the service desk technology market, ACD and CTI, service delivery communication channels, self-service and self-healing

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, ...


Elements of this syllabus are subject to change. Training programs and their availability may vary by location.




Please visit the school's official website or social networks for the latest training price and schedule.


Phone No.: 866-716-6688

School Address/Venue(s):

Global Knowledge
2 Bloor Street EAST,
31st Floor
Toronto, ON M4W 1A8
Canada

Free Course List: Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg

Search other schools for Service Desk Institute - Manager training programs.



2017 Service Desk Institute - Manager training course in Aberdeen, Bath, Bristol, Leeds, London, Wokingham

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. Defining strategic requirements Plan for the strategic development of the service desk within an organisation...



Other courses offered by Global Knowledge Canada

Notice: The course description on this page was archived statically and not updated from day to day. If you are a school user, please upload your new courses using this form, or you can contact us for data management issues.
 


Tips:
Try the search form on top of each page to find the latest course information, using course topic and location as keywords. Keep the course topic keyword short to get more results.



Online/E-Learning:
Service Desk Institute - Manager
Ask for Training
Add Courses