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Course Details

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Certified Service Desk Manager

Course Description

The Certified Service Desk Manager (CSDM) course is designed for IT professionals seeking to advance into leadership roles within service desk operations. This comprehensive program focuses on equipping managers with the strategic, operational, and people management skills required to lead high-performing service desk teams. Participants will explore essential management principles, communication strategies, leadership styles, IT service management frameworks, and quality assurance practices—while aligning with business goals and emerging trends in automation, self-service, and customer experience (CX).

Through real-world scenarios, interactive sessions, and best practice frameworks like ITIL® and Continual Service Improvement (CSI), this course empowers learners to build and sustain a value-driven, customer-centric service desk environment in today’s dynamic IT landscape.

What You’ll Learn:

  • Understand the strategic importance of the service desk within the IT ecosystem.

  • Define clear roles, responsibilities, and objectives for service desk operations.

  • Develop and implement service desk strategies aligned with business priorities.

  • Apply essential people management and communication skills to improve team performance and user engagement.

  • Promote the service desk’s value through stakeholder engagement and internal branding.

  • Integrate the service desk effectively with wider IT and business functions.

  • Utilize modern tools and technologies, including self-service platforms and automation, to optimize service delivery.

  • Analyze customer feedback and apply quality assurance techniques to elevate user satisfaction.

  • Build HR strategies to recruit, develop, and retain skilled service desk staff.

  • Apply leadership models and adaptive management styles suitable for various team dynamics.

  • Align service desk practices with IT service management (ITSM) principles and frameworks.

  • Understand and apply the IT service lifecycle—from strategy to continuous improvement.

Course Curriculum

  • Establishing Strategic Foundations

    • Introduction to the Service Desk Function

    • Evolving Roles and Key Responsibilities

    • Strategic Planning and Vision Setting

    • Industry Best Practices in Service Desk Strategy

     

  • Building Strategic Influence

    • Developing an IT Service Strategy

    • Innovating Through Value-Centered Service Design

    • Aligning Service Goals with Business Objectives

     

  • Core Management and People Skills

    • Foundations of Managerial Competencies

    • Assessing Readiness for Organizational Change

    • Crafting Effective Change Management Plans

    • Managing Resistance in Change Initiatives

    • Advanced Communication Models for Service Environments

    • Enhancing Verbal, Email, and Interpersonal Communication

    • Internal Communication Protocols and Alignment

    • Overcoming Communication Barriers

    • Leveraging the AIDA Model for Stakeholder Messaging

    • Communication Best Practices for Service Leaders

     

  • Service Desk Integration in the Organization

    • Fostering Effective Interdepartmental Relationships

    • Overview of the Continual Improvement Lifecycle

    • Key Activities Supporting IT Service Improvement (CSI)

    • Collaboration Across ITSM Functions

     

  • Advocating for the Service Desk

    • Building a Positive Brand for the Service Desk

    • Stakeholder Engagement Techniques

    • Influencing and Mobilizing Internal and External Stakeholders

     

  • Driving Quality and Customer Satisfaction

    • Understanding Quality Assurance in the Service Desk Context

    • Gathering and Utilizing Customer Feedback

    • Conducting and Interpreting Satisfaction Surveys

    • Applying Feedback Loops for Continuous Improvement

     

  • Leveraging Tools and Technology

    • Introduction to Modern Service Desk Technologies

    • Optimizing Call Distribution Systems (ACD)

    • Integrating Computer Telephony (CTI)

    • The Rise of Self-Service Portals and AI Chatbots

    • Enhancing Efficiency Through Automation and ITSM Platforms

     

  • Talent Management and Retention

    • Strategic Recruitment for Service Desk Roles

    • Creating an HR Roadmap for Service Teams

    • Documenting and Implementing HR Policies

    • Regular Review and Optimization of HR Procedures

     

  • Fostering Professional Growth

    • Value of Ongoing Professional Development

    • Structuring Coaching and Mentoring Programs

    • Benefits of Knowledge Sharing and Upskilling

    • Encouraging Learning Culture in IT Support

     

  • Leadership Excellence in IT Service Management

    • Differentiating Between Leadership and Management

    • Defining the Manager’s Role in a Service Environment

    • Key Managerial Competencies and Behaviors

    • Understanding Management Styles (e.g., Authoritative, Coaching, Democratic)

    • Contemporary Leadership Models:

      • Visionary and Adaptive Leaders

      • Transformational vs. Transactional Approaches

      • Goleman’s Emotional Intelligence Leadership Styles

      • Situational and Distributed Leadership Strategies

    • Selecting the Right Leadership Style for Diverse Scenarios

     

  • Overview of IT Service Management (ITSM)

    • Introduction to ITSM and Its Role in Organizations

    • Core Concepts and Terminology

    • Principles Guiding Modern ITSM Practices

    • Frameworks Overview (ITIL®, VeriSM™, SIAM, etc.)

    • Emphasis on Problem and Incident Management in Service Delivery

     

  • Service Management Lifecycle

    • Understanding the IT Service Lifecycle Model

    • Core Components of the Service Lifecycle

    • Deep Dive into:

      • Service Strategy

      • Service Design & Transition

      • Service Operation & Delivery

    • Aligning Lifecycle Stages to Customer Experience and Business Value

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Chronolearn

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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 1299
Upcoming Classes 2025-06-21 2025-06-23 1299
Upcoming Classes 2025-07-19 2025-07-21 1299
This Course Fee:

₹2,699.00

₹4,000.00
Course includes:
  • img Level
      Beginner 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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