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SERVICE DESK STRATEGIC LEADER

DESCRIPTION

SYLLABUS

The purpose of this certification is to demonstrate that the professional has a practical understanding of how the service desk should work in an organization, to help improve the workflow in the areas of support and customer service; and comply with the agreements (SLA). The certified person will be able to analyze the current situation of the IT processes and the operating model of a service desk, to restructure it in order to optimize the workflow and improve customer satisfaction.

Some modules of our training

  • Module 1: Scope of the service desk
  • Module 2: Structure of the Service Desk
  • Module 3:Recruitment and development
  • Module 4: Service level management
  • Module 5: Knowledge management
  • Module 6: Tools and technologies on a service desk
  • Module 7: Design and implementation of a service desk

INFORMATION ABOUT OUR CERTIFICATION

40 question exam, multiple choice and only answer.

60 minutes

Minimum grade to pass
28 / 40 Questions 70%

WHAT DO I RECEIVE FOR THE CERTIFICATION

Once you have presented the certification exam, Certmind will give you a certification diploma and a badge for your achievement.

BECOME A PARTNER

When you become a CertMind partner you acquire unparalleled benefits for your training center, that’s why we are the most desirable company in Latin America. Become a partner and we will grow together professionally. In addition, by being a partner you will obtain the benefit of having a space on our website, this space is called partner space, and it is ideal for people to discover you. Become a CertMind Partner is really easy, just follow the nexts steps:

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