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SDI Service Desk Manager


Certification : SDI Service Desk Manager
Duration : 4 Days
Course Delivery : Classroom
Language : Romanian / English
Price : 6800 RON plus VAT incl exam


Course Description:

Being an effective service desk manager requires abroad range of talents, from people-oriented abilities and an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and a qualification in, the twelve core areas of service desk management.

This interactive four-day course, that from the beginning involves students via discussions, debates, exercises and presentations, leads to the Service Desk and Support Manager qualification. It reviews the student’s understanding of the service desk and support environment and its pivotal role within the organisation, while promoting a greater understanding of the current market place and the responsibilities of a service desk manager.

The course reviews current working practices, identifies ways to assess and improve service offerings in line with best practices, and the importance and benefits of having good processes and procedures in place. Additionally, students review the skills, attributes and knowledge their staff require to meet the demands of today’s service desk environment.

Students examine ways to motivate staff, identify ways to actively build better relationships with their customers and peers; including methods to develop their team as well as individuals within the team; along with approaches for the recruitment and retention of staff.

Students complete the course having developed plans to improve and enhance the service desk function,their own skills and those of their team. 


The SDM qualification course is for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and build a set of management skills. Suitable for those with at least three year’s experience in a service desk environment. 

Examples of professional job titles include.


  • Team Leader 
  • Supervisor
  • Service Desk Manager
  • Support Manager
  • Service Delivery Manager
  • Customer Service Manager

Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized service desks. They will have a desire to be recognised for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.


Learning Objectives:

This course is design to offer service desk managers a globally recognised qualification which adheres to international standards. It provides a greater understanding of the crucial role of the service desk manager and how to run an effective support operation, ensuring that they work to consistent standards recognised by the industry. It also reviews the six key concepts covered in the standards; the strategic role of the service desk, management competencies, business integration, operational management, tools and technologies, human resource and team development, on which are based the skills, competencies and knowledge that a service desk manager requires in order to effectively deliver professional and effective support.

The objectives of the course are to provide service desk managers with:

  • A thorough grounding in the skills required to lead, motivate and manage a service desk team
  • A complete service desk management tool kit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
  • An internationally recognised SDM qualification 

It is based upon the standards and objectives for SDI’s service desk manager qualification and ensures that students are provided with the knowledge, information and tools to take the SDM exam.

Course Organizational Logistics:

  • A maximum of 18 students can attend this course with 1 instructor
  • Classroom with U-shaped seating arrangement
  • Course runs 09:00 – 17:00 each day - the exam can be scheduled from 15:30 – 17:00 on the last day



Preparation in advance:

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the student manual in preparation for the examination.

Course activities:

  • 2-3 hours of evening work is required in order to take the exam
  • Classroom lecturing.
  • Individual and group assignments.
  • Exam preparation session

Included in the course:

  • Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • PeopleCert accredited exam
  • Lunch, coffee breaks

About the Examination:

  • SDI Service Desk Manager exam is PeopleCert accredited
  • Exam administration is PeopleCert responsability
  •  ITAcademy enable with logistics the administration of the exams

  • Candidates should attend the four-day official SDM course and review the standards booklet provided. 
  • Candidates can prepare for the exam by reviewing example questions with their trainer, undertaking a practise paper during the course and studying the SDM standards. 
  • To achieve the SDM qualification the candidate must attain a pass mark of 65% (52 out of 80) or more in the official exam online or as a paper-based exam immediately after the course. 
  • A score of 87% (70 out of 80) or higher will achieve a higher mastery score. 
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary). Additional time can be arranged for candidates with dyslexia, visual impairment or where English is a second language, this must be arranged prior to attending the exam
  • There are 80 questions in exam
  • Each question will have 4 possible answer options, one is correct and is worth 1 mark


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