service desk institute training
DESCRIPTION
The Service Desk Institute (SDI) is the leading professional body for everyone working in the IT service and support industry. The Institute has been connecting IT service professionals across the globe since 1988. SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards which form the basis for the SDI professional qualifications programme and the service desk certification programme. Passionate about helping service desks make a difference and realise their full potential, the SDI help deliver exceptional, fun and inspirational customer experiences and support, guide and educate those committed to their own service improvement journey.TRANSCRIPT
Service Desk Training
www.syzygal.com
Innovative solutions for modern businesses
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The Service Desk is fast
becoming more and more
critical to the IT organisation. What
was once seen as place to simply
capture and deal with faults and
issues has quickly become a strategic
differentiator for many organisations.
Quite often the first and primary
impression users get of IT is formed
from their experiences with the
Service Desk. A good experience of
support often leads to users feeling
positive about IT as a whole; a nega-
tive experience is likely to lead to
quite the opposite! The Service Desk
is the ‘shop window’ of IT; we need to
get it right, the first time.
With many years’ experience support-
ing the development and improve-
ment of different types, sizes and
structures of Service Desk, Syzygal
passionately believes there are
unique opportunities to deliver the
business distinctive, customer-centric
solutions and support increased
productivity and capability.
Top performing Service Desks rely on
excellence in three key areas: People,
Process and Technology. Perhaps the
most important of these elements to
influence and transform is the people
element. That’s why when Syzygal
built their training portfolio we did
not hesitate to include quality Service
Desk training. The only partner we
felt was suitable and credible for
this training was The Service Desk
Institute (SDI).
SDI FOUNDATION TRAINING
The Foundation is a two day course
focused on developing a service
culture and enabling the core skills
and abilities necessary to deliver
exceptional service. The high-level
objectives are:
• Understanding of the impor-
tance of IT support in today’s
business environment and the
role of the Service Desk
• Knowledge of core service man-
agement processes and how the
Service Desk fits in to these
• Becoming a Support Analyst -
everything you need to know
about the role, the responsi-
bilities and the Service Desk
environment
• Essential skills and competen-
cies - identify, understand and
deliver efficient and effective
support in the Service Desk envi-
ronment
• Developing soft-skills and inter-
personal competencies
• Confidence to deliver profes-
sional telephone support
• Service Level Agreements; their
value and importance
SERVICE DESK ANALYST TRAINING
The Service Desk Analyst three day
course is focused on equipping sup-
port analysts with the skills essential
to deliver excellent levels of customer
service and support. The high-level
objectives are:
• A thorough grounding in skills,
competencies and knowledge
required for a professional and
effective Service Desk analyst
• Essential skills and competen-
cies to deliver an efficient and
effective support environment
• Practical knowledge of how to
use these skills to deal effective-
ly with a variety of situations
• A clear understanding of how
to identify customer needs and
motivations, practical problem
solving techniques and how to
handle difficult situations
• The importance of teamwork in
the support environment
• An understanding of Service
Desk metrics, Service Level
Agreements, customer satisfac-
tion surveys, and the latest ser-
vice desk tools and technologies
Because quality matters
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Your improvement partner
Syzygal delivers class-room based professional train-ing services and innovative e-learning solutions. All our training solutions are based on Industry recognised best practices and include formal certification.
Implementation and management of quality information technology services that meet the needs of the business, through an appropriate mix of people, process and infor-mation technology.
Controlled planning, organisation and motivation of re-sources over a fixed time to achieve specific project goals and objectives; typically to bring about beneficial change or added value.
Syzygal consultants have a wealth of experience working in all types of organisations; public, private and govern-ment institutions. Our team are qualified, knowledgeable and have practical ability with global experience.
Focusing on the performance and risk management of information technology systems and supporting greater accountability in decision-making for the best interest of all stakeholders.
The protection of information and information infrastruc-ture assets against the risks of loss, misuse, disclosure or damage; providing controls organisations need to man-age these risks.
PROFESSIONAL EDUCATION
IT Service Management
Project Management
CONSULTING SERVICES
Enterprise Governance
IT Security Management
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Who should attend SDI training?
Making the first impression count
WHO SHOULD ATTEND SDI
FOUNDATION TRAINING?
• Customer Service and Support
Specialists
• Customer Service Technicians
• Service Desk Agents, Techni-
cians, or Specialists
• Dispatchers
• Call Screeners
• Call Agents
• IT Support Executives
• Technical Support Analysts
WHO SHOULD ATTEND SDI
SERVICE DESK ANALYST TRAINING?
• Support Analysts
• Service Desk Analysts
• First-line Analysts
• Second-line Analysts
• Client Supports
• Desktop Support Analysts
• Customer Support Officers
• Technical Support Analysts
• Service Centre Analysts
SDI training is useful for anyone in-
volved in customer interaction. The
concept of Service Desk has been
with organisations world-wide long
before technology transformed our
day-to-day lives in the form of the
business reception desk; a single
point of contact for the entire or-
ganisation, customers and visitors.
The modern IT Service Desk focuses
on customer needs internally and
externally and supports failure
resolution, standard requests and
delivers help and information; act-
ing as a unified first point of contact.
Effective customer service relies on three elements: Process,
Technology and People. Properly designed and configured,
Process and Technology remain largely predictable, reli-
able and operative. By far the most changeable and often
unpredictable element is People. Syzygal recognises that
‘people’ and their preparedness in customer interaction
is often the most critical element of the service delivery
chain. To help service teams’ deal effectively with volatile
circumstances and excel at service delivery Syzygal has
developed an additional Soft Skills workshop day that can
be added to either the SDI Foundation or SDI Service Desk
Analyst course. The purpose of this additional day is to
bring further emphasis and consolidation to the concept of
service focus. This additional training time allows can-
didates to enjoy interactive, group focused training and
understand how the customers’ first impression counts.
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Syzygal professional training helps career focused individuals differentiate them-selves and build suc-cessful careers.
The SDI examination purpose The competencies required for each SDI qualification were
identified and approved by SDI’s International Committee
for Individual Standards, a group of industry experts and
experienced practitioners from a number of organisations,
in order to:
• Establish an international benchmark to recognise the
breadth of knowledge required to successfully fulfil
the role
• Document the necessary skills
• Provide a mechanism to recognise and develop the
breadth of knowledge required for developing indi-
viduals aligned to international industry standards
• Provide leadership to the IT support industry by pro-
viding a recognised qualification in IT customer service
The SDI qualification is an open qualification standard that
is independent of any other training curriculum. SDI is the
administrator, facilitator and arbitrator of the standards.
The exams are independently administered and proctored.
SDI qualifications recognise an individual’s knowledge of
customer service competencies and certifies that they have
the skills required to work in the support industry. An indi-
vidual passing an SDI exam indicates that they understand
the role of the service desk professional and the associ-
ated best practice for communications, customer service,
teamwork, ethics, service desk processes, and terminology
usage.
SDI is committed to defining standards for additional sup-
port professional roles as the industry evolves and its needs
change. In business today, customers want educated and
qualified professionals to support their business needs.
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THEORY
ABSORB CONSOLIDATE
TEST
TACT
TheoryDelivering focusedknowledge with innovative methods
TestingMeasurement and
learning through testingconfirmation of
ConsolidateFun and interesting
learning utilising interactive methods
AbsorbPlacing students inreal-world scenarioswith hands on scope
TACT is Syzygal’s pro-prietary methodology for developing courses and courseware
As part of doctoral research,
Syzygal have developed a unique
approach to developing and
designing professional education
courses and courseware. Rather
than utilising tired and over-used
methods such as working straight
from a syllabus, Syzygal decided to
research the key elements of effec-
tive learning. What we found was
that although dynamic and flexible
delivery methods were essential to
the overall experience for students,
it was the approach to content
formulation and positioning that
was critical to maximising learning
up-take and knowledge retention.
The THEORY of a subject is obvi-
ously critical to success, but ensur-
ing it is positioned in contextual
alignment is the pay-off. We then
ensure students ABSORB the the-
ory by placing them in real-world
scenarios and role-plays, ensuring
the theory connects to practical
application. To support this we
CONSOLIDATE the learning by us-
ing innovative games and exercises
to further develop understanding
and retention. Finally we ensure
TESTING takes place throughout
training events which prepares
the student to take their formal
certification.
The TACT approach
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The foundation of the Syzygal
business model is the spe-
cialisation in the areas of IT Service
Management, IT Security Manage-
ment, Project Management and
Enterprise Governance. Our focus is
on supporting and communicating
world-renowned, industry recognised
frameworks and standards. In doing
so we help our clients develop world-
class, business centric IT Services
and business change environments.
Placed world-wide, we provide in-
novative solutions helping your busi-
ness deliver tangible and measurable
improvements through direct con-
sultancy or training and education
products. Syzygal’s primary business
objectives and goals are to:
• Educate professionals in leading
industry best practices
• Help our clients develop real
knowledge and understanding
in core business practices
• Support the practical implemen-
tation of that knowledge
• Ultimately help our clients im-
prove their business practices
Our approach is to accept and deliver
only the highest quality in informa-
tion content, materials and delivery
of our courses. We believe that learn-
ing is better achieved by participa-
tion from the student rather than
instruction by the lecturer. Taking
this approach leads to a better overall
experience for the training candi-
dates and achieves a longer lasting
knowledge transfer from the course.
We employ only the best training
resources and ensure they have ap-
plicable, real life experience in their
specialist areas and industry standard
frameworks and methodologies.
Help and expert advicewhen you need it most
Gaining recognition as a subject matter expert and moving your career forward
begins with demonstrating your knowledge and expertise.
Professional EducationStand out from the crowd
Syzygal EuropeKemp HouseLondon
Syzygal ArabiaSilicon OasisDubai