Service Desk Institute - Manager 2017School/Trainer:Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
Course format: Classroom
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
Establish reward and recognition strategies, ...
Elements of this syllabus are subject to change. Training programs and their availability may vary by location.
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9000 Regency Parkway,
Cary, NC 27518
Free Course List: Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle
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Service Desk Institute - Manager