Service Desk Manager Certification 3-day training course and certification exam, $2,195
For Call Center Manager Certification, please

Overview

This training course presents best practice standards and skills that professionals need to successfully manage both strategic and tactical components of a help desk organization. It is an intensive three-day workshop which leads to the support center manager certification. As a highly interactive course it involves participants via discussions, exercises and presentations.

During the workshop, current working practices and standards are reviewed, and tools and methods to improve these support functions in line with best practices of various processes and procedures are taught. Additionally, participants will learn about the skills, attributes and knowledge required by the staff to meet the demands of today's support center.

The course provides a greater understanding of the crucial role a support manager plays in running an effective support operation, and ensures that the managers performance is consistent with standards recognized by the industry. The six key concepts covered in the standards are:

• The strategic role of the support center

• Management competencies

• Business integration

• Operational management

• Tools and technologies

• Human resource and team development

Attendees will also learn:

• Various methods of motivating the staff

• How to build better relationships with their customers and peers

• How to develop the support team and individuals within the team.

• How to recruit and retain staff

Managers will leave with new skills and plans to improve and enhance the service desk function of their support organizations and the skills required by their support teams. Participants will be equipped with the knowledge and tools  required to take the Service Desk Manager exam (see 'Certification Exam' below). Successful support managers will attain a globally recognized qualification which adheres to the international support and service standards.

Who Should Attend

This training program is designed for support center managers, supervisors  and experienced team leads who have one to three years of management experience in the support environment irrespective of the size of their support organization. Examples of professional job titles include:

• Team Leader

• Supervisor I, II, and III

• Manager I, II, and III

• Senior Manager

Course Outline

Defining Strategic Requirements

• Support centers' role in achieving your organisation's business goals
• Best practices in the support environment
• Designing and setting-up a successful support center/help desk

Business Integration

• Key requirements for an effective help desk
• Business and IT integration
• Support and business strategy integration
• Setting goals and objectives
• Establishing support team's role and objectives clearly
• Determining reporting style
• Options for staffing plans

Essential Management Skills

• Essential skills of a successful support center manager
• Commercial management of a support center
• Financial management
• Communication Skills
• Managing service delivery
• Time management

Service Culture

• Customer expectations and perceptions
• Using SLAs effectively as a service quality improvement tool
• Methods of reward and recognition

Planning and Implementation

• Project planning to set-up or re-design a support center
• Steps in building a project plan
• Developing project plan template

Effective Process Management

• Developing clear and concise processes within a support center
• Root cause analysis
• Service process metrics

Operational Processes

• IT Service Management processes (ITSM)
  • Incident management
  • Problem management
  • IT Change management
  • Release and control management
  • Service Asset and Configuration
  • Risk management
  • Knowledge management
  • Information Security
  • IT Service Continuity and Service Level management

People and Motivation

• Effective reward and recognition strategies
• Addressing team performance deficiencies
• Skills for creating motivated staff
• Addressing absent motivation factors
• Work environment and staff motivation

Recruitment, Retention and Development

• Effective staff recruitment
• Qualities, skills and knowledge required by a support professional
• Core business knowledge
• Structured approach to training and development

Quality Assurance

• QA practices for assessing, modifying, and improving IT services
• Benchmarking and help desk performance evaluation

Tools and Technologies

• Current tools and technologies, their benefits and pitfalls
• ITSM tools
• Tool selection process

Business Mastery

• Support center's responsibilities in contributing to IT and business objectives
• Promoting support center's recognition for its business benefits

Leadership

• Tools and techniques for effective leadership

Certification Exam

This 3-day course leads to an international qualification. Participants will prepare for the certification exam by reviewing some example questions with the trainer, undertaking the practice sessions contained in the course manual, and studying the industry recognized service and support  management standards contained in the back of the course manual.

To achieve the certification, attendees must attain a pass mark of 75% or more in the official exam, which can be taken at any proctored Prometric testing centre globally. Successful participants will be awarded the "Certified Service Desk Manager" credentials.

Registration Fees
The per student registration fee for this seminar is $2,195, and includes the seminar, course materials, and certification exam. Class begins at 8:30 a.m. and ends at 5:00 p.m. each day. Please arrive early the first day to sign in and meet fellow attendees. Business casual attire is appropriate.

To register, follow the "Book Now" link below or please call (708) 246-0320

Seminar Schedule

Apr 20-22, '09	Orlando, FL	Location to be Assigned
May 18-20, '09	Los Angeles, CA	Location to be Assigned

Click here to learn about , dates & locations

Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

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