CERTIFICATIONS

Service Desk Leader Professional Certificate

Service Desk Leader Professional Certification

Course Type                  Fundamentals
Certification Code        SDLPC
Duration                        12 Hours, Exam Included

 

Service Desk

A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact (“SPOC”) to meet the communication needs of both users and IT staff. But also to satisfy both Customer and IT Provider objectives. “User” refers to the actual user of the service, while “Customer” refers to the entity that is paying for the service.

Target Audience

The course is designed for both new and experienced Service Desk Leaders, team managers and supervisors.

Outline

Help Desk / Service Desk Rol
Business Relationship Management
Culture – DevOps
Agile Mindset
Knowledge Management
Process Adoption
CSF,KPIs and OKRS
Workforce Management
Motivation, Rewards
Leadership/Coaching/Mentoring

 

Prerequisites

None

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

Exam Format

Multiple choice format
40 questions
24 mark or more required to pass – 60%
60-minute duration
Closed book.

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