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The SDI 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. The Service Desk and Support Manager exam is based on the SDI SDM standard. The competencies required for each SDI qualification were identified and approved by the SDI International Committee for Individual Standards, a group of industry experts and experienced practitioners from several organizations, in order to: • Establish an international benchmark to recognizes the breadth of knowledge required to successfully fulfil the role • Document the necessary skills • Provide a mechanism to recognizes and develop the breadth of knowledge required for developing individuals aligned to international industry standards • Provide leadership to the IT support industry by providing a recognized qualification in IT customer service and support
Prerequisites for passing the exam will be a working and comprehensive knowledge and understanding of the professional demands placed on a Service Desk and Support Manager, the standard process requirements for most support operations and the technology available to Service Desks
The SDM qualification course is for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and build a set of management skills. This course is suitable for those with at least three years’ experience in a service desk environment. Examples of professional job titles include. • Team Leader • Supervisor • Service Desk Manager • Support Manager • Service Delivery Manager • Customer Service Manager