Visão Geral

Curso Certified Service Desk Manager CSDM. O Gerente do Service Desk deve assumir funções como controlar e gerenciar o bom funcionamento geral do service desk e lidar com quaisquer incidentes que ocorram.  Os participantes desenvolverão sua compreensão das melhores práticas de gerenciamento do Service Desk. O Curso Certified Service Desk Manager CSDM é intensivo e projetado para garantir que os candidatos estejam fundamentados nas habilidades e técnicas necessárias para orientar, inspirar e gerenciar uma equipe de Service Desk.

Publico Alvo

• Gerentes de Service Desk
• Gerentes de suporte de TI
• Gerentes de suporte técnico
• Gerentes de entrega de serviços
• Gerentes de operações de TI
• Gerentes de suporte técnico
• Gerentes Técnicos

Pre-Requisitos

Não há pré-requisitos formais para este Curso Certified Service Desk Manager CSDM, No entanto, alguma experiência anterior em funções de Service Desk ou suporte de TI seria benéfica.  

Materiais

Conteúdo Programatico

Defining Strategic Requirements

1. Define Service Desk
2. Roles and Responsibilities of Service Desks
3. Strategy Planning
4. Best Practices

Developing a Strategic Role

1. Service Strategy
2. Service Generation

Essential Management Skills

1. Introduction to Essential Management Skills
2. Individual Change Readiness
3. Creating a Change Management Plan
4. Dealing with Resistance
5. Communication Techniques
6. Effective Communication Skills
7. Problems with Communication
8. Handling Users
9. Improving Your Verbal and Email Communication
10. Internal Communication
11. Common and Overcoming Barriers to Communication
12. AIDA Model
13. Effective Communication Guidelines

Integrating the Service Desk

1. Importance of Effective Work Relationships
2. Continual Service Improvement Model
3. Activities Supporting CSI

Promoting the Service Desk

1. Overview of Promoting the Service Desk
2. Principles of Stakeholder Engagement
3. Strategies for Mobilising Stakeholders

Quality Assurance Activities

1. Introduction
2. Purpose of Customer Feedback
3. Ways to Collect Customer Feedback
4. Importance of Customer Satisfaction Surveys

Effective Management of Tools and Technologies

1. Automated Call Distribution (ACD)
2. Computer Telephony Integration (CTI)
3. Benefits of Self-Service

Staff Recruitment and Retention

1. Introduction to Staff Recruitment and Retention
2. Devising an HR Agenda and Strategy
3. HR Policy Documentation
4. Creating an HR Policy Manual
5. HR Policy Reviews

Professional Development

1. Introduction
2. Benefits of Professional Development
3. Coaching and Mentoring
4. Benefits of Coaching and Mentoring

Leadership and Management

1. Defining Management
2. What is the Role of the Manager?
3. Descriptions of the Role of a Manager
4. Responsibilities of a Manager
5. Objectives of a Manager
6. Discuss
7. Succeeding as a Manager
8. Useful Skills to Have
9. Types of Management Style
10. Leadership Vs Management
11. Qualities of a Good Leader
12. Visionary Leaders
13. Connective Leaders
14. Storytellers
15. Adaptive Leaders
16. Transformational Vs Transactional
17. Dispersed Leadership
18. Goleman – Leadership Styles
19. Choosing the Appropriate Leadership Style in Any Given Situation
20. Situational Leadership
21. Leadership and Management

IT Service Management

1. Introduction to ITSM
2. Key Concepts
3. Guiding Principles
4. ITSM Framework
5. Problem Management

Service Management Framework

1. Service Life Cycle
2. Core Component
3. Service Strategy
4. Service Transition
5. Service Operation