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Certification Categories IT Governance & Service Management SDI Qualifications Service Desk Manager (SDM) v9
Service Desk Manager v9 (SDM)
Take the next step in your career with SDI’s Service Desk Manager certification. Gain a globally recognized qualification whilst equipping yourself with the tools to run a high-performing support operation.
Industry-recognized
certification
Showcase your ability to excel in IT service management and handle critical tasks in the field.
Employers'
first choice
Stand out in the job market and gain access to senior roles in IT service management and support.
New career
opportunities
Accelerate your career progression and boost your earning potential with the globally recognized Service Desk Analyst certification.
At a glance
What will you learn?
Roles and responsibilities
Explore the core skills and competencies needed to be an effective Service Desk Manager.
Defining strategic requirements
Review the purpose, activities, and requirements of a successful Service Desk, the role of industry standards, and examine ethics in a service and support environment.
Teamwork and communication
Examine the characteristics of high-performing teams and the importance of being an effective communicator. Improve your listening and information gathering skills, and learn negotiating techniques.
Customer and employee experience
Discover proven methods for enhancing customer satisfaction, keeping staff engaged and increasing retention rates.
Management of resources
Examine the benefits and challenges of commonly used support delivery methods and technologies, workforce management and resource planning models, and self-service.
Continual Service Improvement
Learn proven practices for managing and improving service desk performance, and driving continual service improvement.
AI and automation
Analyze the advantages and pitfalls of automation and AI integration, and explore examples of rules-based AI and neural networks. 
Management information and performance results
Examine the relationship between critical success factors (CSFs), key performance indicators (KPIs) and metrics, and identify a range of service desk metrics and their success criteria. 
IT Service Management
Deepen your understanding of IT Service Management and its objectives, recognize the difference between a practice, a process and a procedure, and why these are important. Discover the ITIL 4 practices and their purpose and place within the service desk environment. 
What skills will you acquire?
Unlock career opportunities
IT Service Manager
Service Delivery Manager
Service Desk Manager
Service Desk Team Leader
Exam
60 questions
Multiple choice
90 minutes
Closed book
Minimum required score to pass: 65% Higher Mastery: 87%
Available languages
English
Purchase options
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Take your exam from the comfort of your home or office, 24/7.
Price
US$433
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Training and exam in a training centre
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