SDI® Service Desk Manager (SDM) — A 4 day course

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Being an effective Service Desk Manager requires a broad range of talents, from people-oriented abilities and an awareness of logistics to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, Service Desk management.

This course also looks at the management of support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Manager can utilise.

This course 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.

* All our Accredited SDI® training is provided by APMG Accredited Training Organisations.
* SDI® is a Registered Trademark of the APM Group


On completion of this course delegates will gain:

Suitable For

The course is designed for both new and experienced Service Desk Managers, team leaders and supervisors. Between 3 and 5 years experience of the Service Desk environment is ideal.


It is strongly recommended that candidates have more than 3 years experience within the Service Desk environment before attending this event.


Vouchers are given for a Prometric examination. The format of this is 60 multiple choice questions to be answered in one hour. The pass mark is 75%, 87.5% achieves a higher mastery pass.

Holders become qualified 'SDI- Service Desk Managers'.

Publicly scheduled dates, locations, and prices

A schedule of dates for this subject is not currently available. Please call 0333 210 0140 or use our contact form to enquire about places and availability.


Building the Right Conceptual Model

Business Integration

Service Culture

Implementation Planning

Operational Processes

People and Motivation

People Skills and Knowledge

Quality Assurance

Tools and Technologies

Business Mastery

Organisational Leadership

Professional Development

* ITIL® is a registered trade mark of AXELOS Limited.