SDI Manager
SDI Manager
Learning Objectives
SDI’s Service Desk and Support Manager Qualification recognizes an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. A person who passes the SDM exam can be expected have the skills to:
Develop and deliver service desk and support strategies to fully underpin the organization’s business strategy and objectives
Demonstrate the key leadership and management competencies needed to be a successful Service Desk and Support Manager – to include operational management, organizational change management, human resources, team development, service desk promotion, risk and financial management
Develop and deliver service desk and support technology strategies to underpin strategic objectives
Interface the service desk with other IT functions, processes and standards to maximize the efficiency and effectiveness of IT
Design, contract and deliver service desk processes and services to deliver exceptional customer service and support
Target Group
SDI’s SDM exam and training materials are aimed at individuals who have one to three years of management experience in the support profession. Examples of professional job titles include:
Team Leader
Supervisor
Service Desk Manager
Support Manager
Service Delivery Manager
Customer Service Manager
Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized Service Desks. They will have a desire to be recognized for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.
BENEFITS
SDI is committed to defining standards for additional support professional roles as the industry evolves and its needs change. In business today, customers want educated and qualified professionals to support their business needs. SDI qualifications provide:
- Validation of current knowledge and skill sets
- Evidence of excellence achieved
- Professional development
- Personal pride
- Credentials that travel
ACCREDITATION
The training courseware, examination are accredited by APMG-International
Format of the Examination:
Type: 60 MCQ
Duration: 75 minutes
Supervised: Yes
Open Book: No
Pass Score: 45/60
Delivery: Online