An effective service desk manager is required to have a broad range of skills, including people-management abilities, marketing awareness, financial acumen and presentation savviness. The SDM qualification recognises an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. An SDM certified professional will be able to:
- Develop and deliver service desk and support strategies to fully support the organisation’s business strategy and objectives
- Demonstrate the key leadership and management competencies needed to be a successful Service Desk and Support Manager
- Interface the service desk with other IT functions, processes and standards to maximise the efficiency and effectiveness of IT
- Design, contract and deliver service desk processes and services for exceptional customer service and support
Who is it for?
Developed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practices and wish to head an effective support operation. Suitable for those with previous experience in a service desk environment.
1 World Training offers special pricing for all courses, to learners from following countries:
Countries in Region 1
Rules regarding use of PeopleCert exam vouchers:
- If you have purchased Exam vouchers for Region 1 – than candidates can take PeopleCert exams in any country.
- If you have purchased Exam vouchers for Region 2 – than candidates can take PeopleCert exams in Countries which are in Region 2 or 3.
- If you have purchased Exam vouchers for Region 3 – than candidates can take PeopleCert exams in Countries which are in Region 3 only.
United States | United Arab Emirates | Canada | New Caledonia | Dubai |
American Samoa | Saudi Arabia | Singapore | New Zealand | China |
Hong Kong | Bermuda | Malaysia | Norfolk Island | Taiwan, Province Of China |
Macao | Falkland Islands (Malvinas) | Qatar | Northern Mariana Islands | Thailand |
Taiwan | South Korea | Antarctica | Bahrain | Barbados |
Cayman Islands | Cook Islands | Puerto Rico | Oman | French Southern Territories |
Guam | Bouvet Island | Heard Island and McDonald Islands | Palau | Bahamas |
Israel | French Polynesia | Korea, Democratic People΄s Republic Of | Panama | Kuwait |
South Georgia and The South Sandwich Islands | Brunei Darussalam | Korea, Republic Of | Mayotte | Nauru |
Countries in Region 2
Australia | Austria | Belgium | United Kingdom | Turkey |
Aland Islands | Andorra | Switzerland | Sweden | Svalbard And Jan Mayen |
Spain | Romania | Portugal | Poland | Norway |
Netherlands | Monaco | Japan | Italy | Ireland |
Iceland | Hungary | Germany | France | Finland |
Denmark | Cyprus | Croatia | Czech Republic | Estonia |
Faroe Islands | Gibraltar | Greece | Greenland | Guernsey |
Holy See (Vatican City State) | Jersey | Latvia | Liechtenstein | Lithuania |
Luxembourg | Malta | San Marino | Slovakia | Slovenia |
Isle Of Man |
Countries in Region 3
India | Afghanistan | Ukraine | Albania | Algeria |
Pakistan | Bangladesh | Bhutan | Brazil | Congo |
Indonesia | Iran, Islamic Republic Of | Iraq | Jordan | Kazakhstan |
Maldives | Mexico | Morocco | Nepal | Myanmar |
Netherlands Antilles | Niger | Nigeria | Angola | Philippines |
Pitcairn | Saint Barthelemy | Somalia | South Africa | Sri Lanka |
Sudan | Suriname | Swaziland | Saint Kitts And Nevis | Syrian Arab Republic |
Saint Helena | Tajikistan | Saint Lucia | Tanzania, United Republic Of | Venezuela |
Uzbekistan | Viet Nam | Vanuatu | Virgin Islands, British | Saint Martin |
Virgin Islands, U.S. | Saint Pierre And Miquelon | Yemen | Zambia | Zimbabwe |
Samoa | Eswatini | Cote D'IVOIRE | Saint Vincent And the Grenadines | Vietnam |
North Macedonia | Sao Tome and Principe | Congo, Democratic Republic of the | Lagos | Russia |
Laos | Anguilla | South Sudan | Antigua And Barbuda | Argentina |
Armenia | Wallis And Futuna | Aruba | Tokelau | Azerbaijan |
Timor-Leste | Belarus | Western Sahara | Belize | Benin |
Bolivia | Kosovo | Bosnia And Herzegovina | Botswana | Bonaire, Saint Eustatius and Saba |
British Indian Ocean Territory | Bulgaria | Senegal | Burkina Faso | Burundi |
Serbia | Cambodia | Togo | Cameroon | Cape Verde |
Chad | Chile | Seychelles | Sierra Leone | Cocos (Keeling) Islands |
Solomon Islands | Colombia | Costa Rica | Curaçao | Christmas Island |
Central African Republic | Cuba | Comoros | Dominica | Djibouti |
Dominican Republic | Tunisia | Ecuador | Turkmenistan | Egypt |
El Salvador | Equatorial Guinea | Eritrea | Côte d'Ivoire | Turks And Caicos Islands |
F.Y.R.O.M. | Gambia | Gabon | Ethiopia | Fiji |
Tuvalu | Guadeloupe | Uganda | Ghana | Grenada |
French Guiana | Guinea | Georgia | Guatemala | United States Minor Outlying Islands |
Guinea-Bissau | Uruguay | Guyana | Honduras | Jamaica |
Kenya | Lesotho | Libyan Arab Jamahiriya | Haiti | Liberia |
Lebanon | Madagascar | Kiribati | Lao people’s Democratic Republic | Mauritania |
Mauritius | Micronesia, Federated States Of | Martinique | Kyrgyzstan | Moldova, Republic Of |
Montenegro | Namibia | Mozambique | Mongolia | Marshall Islands |
Niue | Malawi | Mali | Montserrat | Nicaragua |
Palestinian Territory, Occupied | Papua New Guinea | Reunion | Paraguay | Russian Federation |
Rwanda | Tonga | Trinidad And Tobago | Curacao | Peru |