sdi - service desk foundation

Course accredited by APMG International, in alignment with SDI Service Desk Foundation Standards.

Start and finish Course style

LunchCoffee and breaks

M00 - Course introduction 2/9 | 2/214

On completion of this course you will be able to: Recall the three key concepts on which

the customer service and support specialist standards are based

Describe the role and responsibilities of the customer service and support specialist

Describe the service desk environment and the benefits of using best practices

Recognise the role of support in today's business environment


Recognise the skills and competencies required for success:

Service commitments, ethics and attitude Appreciate the value of teamwork Build effective business relationships Use basic communication skills –

verbal and non-verbal, listening, writing and questioning

Use techniques for: developing rapport, effective negotiation and conflict resolution, and stress and time management

Demonstrate your call management skills and use techniques for dealing with difficult people


Recall the requirements for using social media tools effectively to deliver support

Describe the role of the service desk in the core IT service management processes

Recognise the value and importance of SLAs, OLAs and underpinning contracts

Describe the value and importance of quality assurance practices

Recall the value of metrics

Take the Service Desk Foundation exam


Please share with the class: Your name and surname Your organization Your profession

Title, function, job responsibilities

Your experience with service desk Your personal session expectations


Exam

Paper based and closed book exam Only pencil and eraser are allowed Simple multiple (ABCD) choice exam Only one answer is correct 60 questions, pass mark is 45 (75%) 1 hour exam No negative points, no “Tricky Questions”

No pre-requisite for Foundation exam

Sample, two (official) mock exams are provided to you

Candidates completing an examination in a language that is not their mother tongue, will receive additional time


MissionTo enable organisations to enhance the value of business

and IT integration through exceptional IT service and support by:

Setting global industry standardsDelivering thought-leadership and knowledge

Influencing service improvement for individuals and organisations


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miroslaw_dabrowski

www.miroslawdabrowski.com

Mirosław DąbrowskiAgile Coach, Trainer, Consultant(former JEE/PHP developer, UX/UI designer, BA/SA)

Creator Writer / Translator Trainer / Coach

• Creator of 50+ mind maps from PPM and related topics (2mln views): miroslawdabrowski.com

• Lead author of more than 50+ accredited materials from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL, M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP, CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc.

• Creator of 50+ interactive mind maps from PPM topics: mindmeister.com/users/channel/2757050

• Product Owner of biggest Polish project management portal: 4PM: 4pm.pl (15.000+ views each month)

• Editorial Board Member of Official PMI Poland Chapter magazine: “Strefa PMI”: strefapmi.pl

• Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods translator for Polish language

• English speaking, international, independenttrainer and coach from multiple domains.

• Master Lead Trainer• 11+ years in training and coaching / 15.000+ hours• 100+ certifications• 5000+ people trained and coached• 25+ trainers trained and coached

linkedin.com/in/miroslawdabrowski

Agile Coach / Scrum Master PM / IT architect Notable clients

• 8+ years of experience with Agile projects as a Scrum Master, Product Owner and Agile Coach

• Coached 25+ teams from Agile and Scrum• Agile Coach coaching C-level executives • Scrum Master facilitating multiple teams

experienced with UX/UI + Dev teams• Experience multiple Agile methods• Author of AgilePM/DSDM Project Health Check

Questionnaire (PHCQ) audit tool

• Dozens of mobile and ecommerce projects• IT architect experienced in IT projects with budget

above 10mln PLN and timeline of 3+ years• Experienced with (“traditional”) projects under high

security, audit and compliance requirements based on ISO/EIC 27001

• 25+ web portal design and development and mobile application projects with iterative,incremental and adaptive approach

ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank, Descom, Ericsson, Ericpol, Euler Hermes, General Electric, Glencore, HP Global Business Center, Ideo, Infovide-Matrix, Interia, Kemira, Lufthansa Systems, Media-Satrun Group, Ministry of Defense (Poland), Ministry of Justice (Poland), Nokia Siemens Networks, Oracle, Orange, Polish Air Force, Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom, Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy, Tieto, University of Wroclaw, UBS Service Centre, Volvo IT…miroslawdabrowski.com/about-me/clients-and-references/

Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved Trainer: (MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management, Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern,DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0, ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development / Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM Simulation …


1. Roles and Responsibilities

2. Relationship Management

3. Communication Skills for the Support Specialist

4. Conflict Management Without Tears

5. Developing a Professional Customer Service Attitude

6. Processes and Procedures for the Support Specialist

7. Introduction to Effective Process Management

8. Quality Assurance and Service Desk Metrics

M01 - Roles and Responsibilities 2/27 | 11/214

1. Examine the role and responsibilities of customer service and support specialist and the service desk

2. Discuss the responsibilities of the customer

3. Review the evolution of IT support

4. Review support industry best practices and the importance of adhering to company policies

5. Examine the reasons for honouring service commitments and displaying a service attitude


To represent the service desk in a professional manner To consistently deliver quality customer service


Maintain and enhance customer satisfaction throughout the life-cycle of all service desk interactions in a respectful, courteous and positive manner.

Perception equals REALITYM01 - Roles and Responsibilities 5/27 | 14/214

Treat customers in a respectful, courteous and positive manner Interact with customers through phone, fax, email, Instant Messaging

(IM) and chat Screen and document calls Schedule appointments for engineers and analysts Close calls Manage customer expectations Resolve (or assisting in the resolution of) customer incidents and

service requests Take ownership (as appropriate) of customer interactions Recognise potential selling and marketing opportunities and know

what do to with them Stay informed about the industry


To serve as a single point of contact (SPOC)


Develop and implement service desk goals that align with the organisation’s business objectives


Manage customer expectations Keeping the organisation and/or supported customer performing at the highest

level possible

Provide the customer with a first contact resolution where possible Providing fast, responsive and consistent quality service within agreed service

levels

Manage compliments and complaints Balance support expenses to deliver optimum levels of quality and

cost effectiveness Provide a clear communication channel between customers and the

IT organization


Follow the organisation’s policies, processes and procedures Adhere to, police and support the organisation's security policies/requirements

Demonstrate the value and contribution of the service desk to the organisation

Contribute to knowledge creation and maintenance Develop and implement effective processes and procedures Identify service improvement initiatives Being aware of appropriate societal and environmental issues and

responsibilities relating to the service desk


Understand and comply with the contents of the service level agreement

Contact the service desk about all IT interactions and requirements using the appropriate and agreed channels

Provide analysts / specialists with the information required to resolve incidents and service requests

Provide feedback


Paper-based call logging

Automated call logging and tracking

Phone based (voice and fax)

Internet and Web-based

Instant Messaging (IM) and chat

Customer Relationship Management (CRM)

Universal queue and universal agent

E-mail

Customer self-service/self-help

Remote support

Social media

Standard 1.2.4


SDI best practices (and related best practices): ITIL® Framework BiSL® Framework ISO/IEC 20000 ISO 9000 (series) ISO/IEC 27000 (series)

ISO/EIS 27001, ISO/EIC 27002, ISO/EIC 27003, ISO/EIC 27004, ISO/EIC 27005


All organisations have standards of professionalism and behaviour that they expect all employees to adhere to.

These policies are very important because they clearly set out the expectations and requirements of the organisation.

The importance of adhering to them Supports consistent behaviour Provides a framework for the analyst to work within Provides a framework for consistent service


The key objectives are to: Provide clear definitions of the boundaries to work within Provide a code of conduct Define procedures for dealing with inappropriate behaviour


csuktv.comM01 - Roles and Responsibilities 16/27 | 25/214

Consistent service means

All customers receive the same quality of service

Priority levels consistently assigned in accordance with the SLA

Support staff who excel in their jobs rarely do so because of technical skills alone - they have the ability to deal with people effectively.

Service Commitments and Ethics Quality of service


Improves quality of the support service Ensures analysts provide consistent service Contributes to improved efficiencies and productivity Provides an effective way of working with 2nd level support and

external suppliers Increases customer satisfaction Establishes credibility for analysts and the service desk


Being responsible for: Taking ownership of customer interactions and following them up in a timely

manner Admitting to errors Showing willingness to learn from mistakes and improve Adhering to work schedules Behaving and dressing appropriately in accordance with the organisation’s policy


Establishes credibility for individual analysts, the team and the organisation

Increases customer satisfaction Improves employee morale


Keep customers advised of the steps being taken to resolve their issue Give customers accurate information without blaming others Focus customer interactions on the resolution Demonstrate professionalism and promote positive results Be aware of personal conduct outside the service desk and the work

environment


Takes ownership and sees through to conclusion

Has a sincere willingness to help

Maintains a positive attitude

Shows respect and courtesy

Is focussed and attentive

Focusses on business needs while providing the best possible service to customers

There are many rewards to be gained when we work towards improving our service focus: It sets the customer's expectations It creates a positive impression It helps to gain the customer’s confidence

and trust It builds rapport Good attitudes are contagious It enhances future contacts with the

customer It increases customer satisfaction

Characteristics Impact


Greet every customer in the same way Listen and convey empathy Exceed expectations and realise they may change Develop measurable processes and procedures Encourage excellent customer service in others Honour commitments

Standard 1.6.3M01 - Roles and Responsibilities 23/27 | 32/214

It is generally accepted that it costs between 5-10 times more to acquire a new customer than it costs to retain an existing one.


On average: A dissatisfied customer will tell 9 or 10 other people and about 13% will tell

more than 20 other people. For every complaint received there are at least 24 not registered - 6 of which are

serious.


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sdi - service desk foundation

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