Service Desk Manager v9 (SDM) Live Online Training in English and Official PeopleCert Certification with 2 Attempts.

Service Desk Manager v9

The Service Desk Manager v9 (SDM) certification, offered through SDI, is designed for professionals looking to develop their leadership and management capabilities within IT service and support.

This globally recognized qualification provides practical knowledge and techniques for managing a high-performing service desk, including team leadership, strategic planning, resource management, service quality, performance measurement, and continual improvement.

Whether you are currently managing a service desk or preparing to move into a leadership role, this course provides a strong foundation in leadership, strategy, and operational excellence within IT Service Management.

Why Take This Course?

• Industry-recognized certification: Demonstrate your knowledge and capabilities in IT service management and service desk leadership.
• Career development: Strengthen your professional profile and prepare for management and leadership opportunities in IT service and support.
• Practical management skills: Develop techniques for leading teams, managing resources, improving service quality, and driving performance.

What You’ll Learn

• Roles and Responsibilities: Develop the core skills and competencies required to manage an effective service desk.
• Defining Strategic Requirements: Understand service desk objectives, requirements, industry standards, and ethical considerations within service and support.
• Teamwork and Communication: Learn how to develop high-performing teams and strengthen listening, information-gathering, communication, and negotiation skills.
• Customer and Employee Experience: Explore approaches for improving customer satisfaction, employee engagement, and staff retention.
• Management of Resources: Understand support delivery methods, technologies, workforce management, resource planning, and self-service.
• Continual Service Improvement: Learn how to manage, measure, and continually improve service desk performance.
• AI and Automation: Explore the benefits, challenges, and practical applications of AI and automation, including rules-based AI and neural networks.
• Management Information and Performance Results: Understand the relationship between CSFs, KPIs, and metrics, and how to use service desk metrics to evaluate performance.
• IT Service Management: Develop a deeper understanding of ITSM objectives, practices, processes, procedures, and the role of ITIL 4 practices within the service desk environment.

Skills You’ll Gain

• Service Desk Management: Learn best practices for managing an effective and efficient support operation.
• Leadership: Develop the skills needed to build motivated, resilient, and high-performing teams.
• Service Quality Improvement: Learn practical approaches to managing, measuring, and continually improving service desk performance.

Career Opportunities

The Service Desk Manager v9 (SDM) certification can support career development toward roles such as:

• IT Service Manager
• Service Delivery Manager
• Service Desk Manager
• Service Desk Team Leader

Exam Details

• Format: Multiple choice
• Questions: 80
• Duration: 90 minutes
• Book policy: Closed book
• Passing score: 65% minimum
• Higher Mastery: 87% (70 out of 80 questions)
• Language: English

What Is the Difference Between Service Desk Manager v8 and v9?

Service Desk Manager v9 builds on the management foundations established in v8 while placing greater emphasis on customer and employee experience, hybrid working, and the responsible use of AI and automation.

Operational reliability remains an important part of service desk management, while v9 also highlights how service desk leadership, performance, and continual improvement contribute to wider business outcomes.

Enroll Today

Take the next step in your IT service management career. Develop the leadership, management, and operational skills needed to manage a high-performing service desk and earn the Service Desk Manager v9 (SDM) certification.

Service Desk Manager v8 vs v9

The differences between v8 and v9 are primarily changes in emphasis and updated focus areas. SDM v8 already addressed leadership, business alignment, and customer service. SDM v9 builds on these foundations to reflect the requirements of today’s service desk environment.

This information is based on SDI’s official v8-to-v9 update and PeopleCert’s SDM qualification information.

What Is Service Desk Manager v9 Certification?

Service Desk Manager v9 (SDM) is a professional qualification aligned with the updated SDI Service Desk Manager Professional Standard. It develops capabilities for managing support operations, leading teams, improving service quality, and driving continual improvement. The certification examination is delivered through PeopleCert.

Who Should Take This Course?

The course is suitable for current and aspiring Service Desk Managers, supervisors, and team leaders who want to strengthen their management and leadership capabilities. It is particularly relevant to professionals progressing from operational IT support into leadership positions.

Does SDM v9 Cover AI and Automation?

Yes. The syllabus explores the benefits and potential challenges of AI and automation in service desk operations. It also covers exam

• Format: Live Online
• Language: English