Service Desk Leader Professional Certification
Course Type Fundamentals
Certification Code SDLPC
Duration 12 Hours, Exam Included
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.
The course is designed for both new and experienced Service Desk Leaders, team managers and supervisors.
Help Desk / Service Desk Rol
Business Relationship Management
Culture – DevOps
CSF,KPIs and OKRS
It is strongly recommended that delegates have more than 3 years experience within the Service Desk environment before attending this event.
Multiple choice format
24 mark or more required to pass – 60%