Services Desk Leader Certified Professional


This program is intended to provide a single point of contact for the communication needs of users and IT staff. “User” refers to the real user of the service, this course allows to know the key concepts to apply the role of Service Desk.

Addressed to

  • The course is designed for new and experienced Service Desk Leaders, Team Managers or Supervisors.


15 hours


  • Face-to-face

  • Virtual live through digital platforms

  • on site

Related Courses

  • ITIL 4 Foundation

  • DevOps

It includes

  • 16 hours of training

  • Trained instructors

  • Participant manual in digital format

  • Certification Exam

  • Proof of participation


Lesson 1: Key Concepts

  • Service Desk – Definition

  • Help Desk – Differences

  • Service Desk – Digital Transformation

  • Service Desk Governance

  • Mission and Vision Within the Service Desk

  • Strategic Alignment with the Business

  • Success Factors in a Service Desk

  • Service Desk Objectives

  • Understanding of Globalization

  • Service Desk – Social Responsibility

  • Moral and ethic

Lesson 2: Leadership

  • Management Style

  • Planning in the Service Desk

  • Communication

  • Leadership by Example

  • Capacities and Skills

  • Coaching and Mentoring Within the Service Desk

  • Management

  • meetings

  • Recruitment, Development and Retention

  • Team Development

  • Teamwork

  • conflicts

Lesson 3: Financial and Commercial Management of the Service Desk

  • Service Desk Point of View

  • Service Desk Marketing

  • Marketing – Service Desk Marketing

  • Financial management

  • Financial calculations

  • Financial budget

Lesson 4: Project Management from the Service Desk

  • Projects management

  • Project management tools

  • Service Desk Implemented as Project

  • RACI as a Tool in the Service Desk

  • Global Standards and Practices

  • ITIL-4

  • ISO20000

  • DevOps

  • DevOps and Service Desk

Lesson 5: Trends Within a Service Desk

  • chatbots

  • Artificial Intelligence (AI) in the Service Desk

  • machine learning

  • Personal Data Protection – GDPR

  • big data

  • Telecommuting

  • cyber security

  • ITSM Toolset

  • Technological Support

Lesson 6: Service Operating Models

  • Sourcing Models

  • Vested OutSourcing

  • Scaling

  • structures

Lesson 7: IT Service Management


  • Overview

  • ITSM Key Concepts

Lesson 8: Quality in Service

  • Service Certification

  • Staff Certification

  • Satisfaction survey

  • Service Desk attention

  • metrics

Lesson 9: Reports and Reports

  • Report Management

  • Continuous Improvement

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