IT Governance & Service Management

Service Desk Analyst Including Exam

PM-SDA

Type

Virtual

Classroom ILT

Skill Level

AWS: Foundation

Available dates

October 9, 2023

November 13, 2023

December 11, 2023

January 22, 2024

February 26, 2024

Learning Path

IT Governance and Service Management

Virtual

Duration

3 Days

1 Day

TYPE

Virtual

Classroom ILT

LEARNING PATH

IT Governance and Service Management

SKILL LEVEL

AWS: Foundation

DURATION

3 Days

AVAILABLE DATES

October 9, 2023

November 13, 2023

December 11, 2023

January 22, 2024

February 26, 2024

Choose date

From: R8 400,00

Price excluding VAT

Introduction:

The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry.

Audience profile:

The SDA qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. It is suitable for analysts looking to grow in their role and gain a recognised qualification in their profession. This qualification will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.

Pre-requisites:

There are no formal prerequisites for this course.

Course objectives:

On completion of this course you will be able to:

Explain the four key concepts that describe the required skills, competencies and knowledge for the service desk and support analyst
Summarize the role and responsibilities of the service desk and the service desk analyst
Explain the importance of having a service attitude and practicing personal accountability in a service and support environment
Identify the attributes, skills and knowledge required to fulfil the role effectively
Recognize when to use those attributes, skills and knowledge to deal effectively with a variety of situations
Explain how to better identify customers’ needs and motivations
Explain the benefits of teamwork
Identify the skills for handling difficult situations and how to apply them
Summarize the need for effective and well thought out processes and procedures
Describe the key IT service management processes in the areas where the service desk has clear responsibilities
Recognize the benefits of having service level agreements and a well-defined service catalogue
Explain the importance of knowledge management to effective service desk and support operations
Recognize the importance of quality management activities
Explain the purpose of managing customer feedback
Identify the need for and value of metrics in the service desk environment
Describe common methods for delivering service and support
Explain the benefits and risks associated with some of the commonly available tools and technologies that service desk staff and customers may use
Prepare for taking the service desk analyst examination

Lesson 1: Roles and Responsibilities
Examine the role and responsibilities of the service desk and the service desk analyst	Study the attributes, skills and knowledge required of a successful analyst
Review the concepts of best practice within the support industry	Review the impact of having a good service attitude and the characteristics and skills required to achieve it
Discuss the importance of meeting commitments and delivering service excellence	Examine the concepts and responsibilities for effective teamwork
Lesson 2: Relationship Management
Examine the importance of teamwork in the service desk environment	Recognize the value, importance and benefits of effective customer relationship management
Recognize the value and benefits of developing effective business relationships	Study the importance of cultural awareness and sensitivity in the support environment
Lesson 3: Effective Communication Skills
Learn about the importance of effective communication and listening skills	Discover the value of good questioning skills, and the different types of questions that we ask
Identify ways to ensure your communications and your calls are effective and managed	Learn about the importance of getting it right when you writePage as a mutual Relationship Contract.
Recognize the difference techniques to use for face-to-face, telephone and written communication
Lesson 4: Problem Solving
Learn about the steps taken during the problem-solving process	Review techniques for creative problem solving
Identify the benefits of creative problem solving	Examine analytical problem-solving skills
Lesson 5: Effective Rapport and Conflict Management Skills
Learn about emotional intelligence and its benefits	Discuss emotional resilience and stress – the causes, the symptoms and how to manage it
Recognize the importance of having effective conflict management and resolution skills	Review techniques to improve time management
Review the importance of effective negotiation	Examine assertiveness and confidence
Identify how to deal with difficult interactions
Lesson 6: Effective Process Management
Discuss the difference between a practice, a process and a procedure and how they are managed	Recognize the importance of following them
Identify the reasons for documenting all practices, processes and procedures
Lesson 7: IT Service Management Part 1
Discuss incident and service request management, the core activities for the service desk	Recognize the importance of logging all incidents and service requests correctly and clearly
Identify the principle activities and measure of success for both processes	Review the importance of escalation procedures and status updates
Lesson 8: IT Service Management Part 2
Review problem and change management including the service desk’s responsibilities	Discuss the importance of effective knowledge management
Discuss the basics of service level agreements and the service catalogue	Identify the importance of IT security management and legal compliance
Consider various service delivery models	Review the basics of IT service continuity management
Lesson 9: Quality Assurance for the Service Desk
Identify why quality assurance processes are important	Examine the three types of popular customer satisfaction surveys used in the service desk environment
Recognize the importance of conducting effective customer satisfaction surveys	Examine the value and benefits of collecting and comparing service desk measurements and statistics
Lesson 10: Service Desk Technologies
Identify common support methods and technologies used by the service desk	Consider automation technologies
Examine the risks and benefits associated with those methods and technologies	Summarize how social media tools can be used effectively
Discuss self-service

Associated certifications and exam:

This course will prepare delegates to write the Service Desk Analyst Examination.

Successfully passing this exam will result in the attainment of the Service Desk Institute Analyst Certification

Exam Format:

60 questions, multiple choice examination
Closed Book

Duration:

60 minutes to complete this exam

Pass Score:

39 marks required to pass (out of 60 available)

On successful completion of this course students will receive a Torque IT attendance certificate.

SDI™ is a trademark of Customers International Ltd.

SDI Overview

The Service Desk Institute (SDI) has been connecting service desk professionals across the world since 1988 and is the leading global community for everyone working in the service desk industry.

With a passion for providing industry best practice and sharing knowledge, SDI has dedicated the last 30+ years to guiding, inspiring and connecting ITSM and service desk communities. A respected, trusted and independent advisor to the service desk industry, SDI has inspired thousands of organisations and professionals around the world to embark on their own journeys of service improvement and to be the best they can possibly be.

The Service Desk Institute’s internationally recognized Standards for service desk and IT support professionals set out clear definitions for the key service desk roles and form the basis of SDI’s Service Desk Analyst (SDA) and Service Desk Manager (SDM) qualifications.
The qualifications verify candidates’ understanding of service desk requirements and skills and are designed to positively impact the effectiveness of the critically important IT support functions that keep today’s organisations’ technology running.

Service Desk Institute, SDI® and the SDI logo® are registered trademarks of Customers International Ltd.

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Service Desk Analyst Including Exam

Type

Skill Level

Available dates

Learning Path

Duration

TYPE

Virtual

Classroom ILT

LEARNING PATH

SKILL LEVEL

DURATION

AVAILABLE DATES

Price excluding VAT

SDI Overview

contact

Vendor
Authorised

Details

Menu

newsletter

Service Desk Analyst Including Exam

Type

Skill Level

Available dates

Learning Path

Duration

TYPE

Virtual

Classroom ILT

LEARNING PATH

SKILL LEVEL

DURATION

AVAILABLE DATES

Price excluding VAT

SDI Overview

contact

Vendor Authorised

Details

Menu

newsletter

Vendor
Authorised