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Advanced Service Desk Management

Course Description

The Advanced Service Desk Management course is designed for experienced professionals aiming to elevate their service desk operations into a strategic business function. This program explores cutting-edge trends, including AI in support, digital transformation, customer experience (CX), agile service management, and proactive problem resolution. Learners will develop the leadership, strategic planning, and technical skills required to align the service desk with organizational goals, improve performance metrics, and deliver exceptional end-user support in a rapidly evolving IT landscape.

Whether you’re managing a team or preparing for leadership, this course will help you master the competencies needed to run a high-performing, customer-centric service desk.

What You’ll Learn

  • How to transform the service desk into a strategic business asset

  • Best practices for integrating AI, automation, and self-service tools

  • Methods for enhancing customer experience (CX) and employee satisfaction

  • Agile and Lean techniques for optimizing workflows and service delivery

  • Advanced leadership, communication, and stakeholder engagement skills

  • Strategies for recruitment, retention, and professional development of service desk staff

  • Data-driven performance measurement and continuous improvement planning

  • Compliance, cybersecurity, and risk management in service operations

  • Planning for future service desk challenges in the digital era

Course Curriculum

  • Evolving Role of the Service Desk

    • Redefining the Modern Service Desk in the Digital Era

    • Strategic Importance in IT Service Management (ITSM)

    • Service Desk as a Business Enabler

    • Adapting to Hybrid and Remote Work Models

    • Aligning Service Desk Goals with Business Objectives

  • Strategic Planning and Governance

    • Developing a Vision and Mission for the Service Desk

    • Defining KPIs, OKRs, and Success Metrics

    • Building Governance Structures

    • Leveraging ITIL® 4 and ISO Standards

    • Policy Creation and Compliance Monitoring

  • Enhancing User Experience (UX) and Customer Experience (CX)

    • Understanding Customer Journey Mapping

    • Voice of the Customer (VoC) and Sentiment Analysis

    • Strategies for Personalizing Service Interactions

    • Using Net Promoter Score (NPS) and Customer Satisfaction (CSAT) Metrics

    • Multichannel Support: Chat, Email, Social, and Phone

  • Service Desk Leadership and Team Management

    • Leadership vs. Operational Management

    • Building and Leading High-Performance Teams

    • Emotional Intelligence and Conflict Management

    • Motivating and Retaining Service Desk Talent

    • Succession Planning and Role-Based Training

  • Communication and Stakeholder Engagement

    • Advanced Communication Strategies

    • Managing Internal and External Stakeholders

    • Executive Reporting and Presentation Skills

    • Promoting Visibility and Service Desk Achievements

    • AIDA & storytelling in IT communication

  • Technology, Tools, and Innovation

    • ITSM Tools: Trends and Selection Criteria

    • AI, Chatbots, and Virtual Assistants in Support

    • Predictive Analytics and Proactive Support

    • Automation and Self-Service Portals

    • Integration with CRM, ERP, and DevOps Tools

  • Continuous Improvement and Agile Service Management

    • The Continual Improvement Model

    • Agile and Lean in Service Desk Operations

    • Applying Kanban and Scrum for Support Workflows

    • Root Cause Analysis (RCA) and Problem Elimination

    • Driving Innovation Through Feedback Loops

  • Service Quality, Compliance, and Risk Management

    • Defining Quality in Service Delivery

    • Audit Preparation and Quality Assurance Techniques

    • Risk Assessment and Mitigation in Service Operations

    • Data Privacy and Cybersecurity Essentials

    • Governance, Risk, and Compliance (GRC) in Service Management

  • Metrics, Reporting, and Performance Management

    • Defining and Tracking Key Metrics (FCR, MTTR, etc.)

    • Real-time Dashboards and SLA Reports

    • Benchmarking and Trend Analysis

    • Performance Review Meetings

    • Data-Driven Decision Making

  • Future-Proofing the Service Desk

    • Embracing Digital Transformation

    • Building a Scalable Support Framework

    • Upskilling for the Future: AI, Automation, and Analytics

    • Preparing for Emerging Technologies

    • Creating a Culture of Innovation and Resilience

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Chronolearn

Developer

I am a web developer with a vast array of knowledge in many different front end and back end languages, responsive frameworks, databases, and best code practices

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Title From Date To Date Cost
Upcoming Classes 2025-05-24 2025-05-26 1499
Upcoming Classes 2025-06-21 2025-06-23 1999
Upcoming Classes 2025-07-19 2025-07-21 1999
This Course Fee:

₹3,999.00

₹6,000.00
Course includes:
  • img Level
      Intermediate Expert
  • img Duration 24h
  • img Passing Marks 75
  • img Exam Duration 2h
  • img Certifications Yes
  • img Language
      English German Arabic French Spanish
  • img Access 90 Days
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