Training and Development with SDI

SDI set the ‘Global Best Practice Standard for Service Desk’, which is frequently reviewed by an international committee of industry experts, top service management professionals and specialist ITSM practitioners. This means our qualifications, training courses and learning workshops are based on the most recent, industry leading standards. Helping you to develop a top performing service desk and team of professionals.

SDI training courses include; Service Desk Manager, Senior Analyst to Team Leader and Service Desk Analyst. We also deliver learning workshops and bespoke in-house training. Our courses aim to provide you and your team with practical, meaningful, relevant and effective information.

See below for our upcoming courses in Glasgow, Manchester, Leeds, Birmingham, Bristol and London.
These courses can all be delivered in-house: Please call +44 (0)1689 889 100 or email hello@sdi-e.com for more details.

Order By
Service Desk Analyst

28 - 30 May 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Glasgow

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

03 - 06 June 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Birmingham

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

04 - 06 June 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Leeds

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Making Sense of Metrics and Reporting

13 June 2019

In the world of IT support, the number of metrics you can pay attention to are roughly 10 billion, give or take a few. Focusing on everything from team performance, issue resolution, average handle time, and more, it can be difficult to know what you should be tracking and...

Location:

Birmingham

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Maximising Self-Service Adoption

14 June 2019

“73% of service desks expect to see a greater focus on the adoption of self-service within the service desk in the next 12 months, whilst 61% struggle with end-user adoption.” With that in mind, SDI have developed a one-day workshop in which we aim to help you devise strategies...

Location:

Birmingham

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Service Desk Analyst

25 - 27 June 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Senior Analyst to Team Leader

08 - 09 July 2019

For experienced analysts, this course is for those who have already achieved the Service Desk Analyst qualification, who are looking to develop their knowledge of industry best practice and progress their career within the service desk. Senior Analyst to Team Leader course overview The SDI Senior Analyst to Team Leader...

Location:

London

Price:

Non-member: £796.00
Member price: £716.40 (login)

Duration:

2 Days

Service Desk Analyst

09 - 11 July 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

22 - 25 July 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

London

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Online course Find out more
Service Desk Manager

05 - 08 August 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

13 - 15 August 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Proactive Problem Management

05 September 2019

Reduce the impact of business-affecting downtime, improve the quality of your services, and be more cost effective as a service provider.  Proactive problem management identifies, resolves, and prevents problems before they cause service impacting incidents. This approach differs from reactive problem management by recognising patterns of events that suggest an underlying problem, identifying...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Service Desk Analyst

10 - 12 September 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Birmingham

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

16 - 19 September 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

London

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Online course Find out more
Senior Analyst to Team Leader

26 - 27 September 2019

For experienced service desk analysts, this course is for those who have already achieved the Service Desk Analyst qualification, who are looking to develop their knowledge of industry best practice and progress their career within the service desk. Senior Analyst to Team Leader course overview The SDI Senior Analyst to...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £796.00
Member price: £716.40 (login)

Duration:

2 Days

Service Desk Manager

07 - 10 October 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Glasgow

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

15 - 17 October 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Maximising Self-Service Adoption

28 October 2019

“73% of service desks expect to see a greater focus on the adoption of self-service within the service desk in the next 12 months, whilst 61% struggle with end-user adoption.” With that in mind, SDI have developed a one-day workshop in which we aim to help you devise strategies...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Making Sense of Metrics and Reporting

29 October 2019

In the world of IT support, the number of metrics you can pay attention to are roughly 10 billion, give or take a few. Focusing on everything from team performance, issue resolution, average handle time, and more, it can be difficult to know what you should be tracking and...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Service Desk Analyst

29 - 31 October 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Leeds

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Managing the Customer Experience

30 October 2019

Drive continual service improvement and embed a truly customer-centric approach to delivering support within your organisation. London, 30 October 2019 Who is this workshop for? It is beneficial for managers, team leaders or individuals involved in or responsible for managing the customer experience and driving customer-centric service improvement. It...

Location:

London

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

Senior Analyst to Team Leader

07 - 08 November 2019

For experienced analysts, this course is for those who have already achieved the Service Desk Analyst qualification, who are looking to develop their knowledge of industry best practice and progress their career within the service desk. Senior Analyst to Team Leader course overview The SDI Senior Analyst to Team Leader...

Location:

London

Price:

Non-member: £796.00
Member price: £716.40 (login)

Duration:

2 Days

Service Desk Analyst

12 - 14 November 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

18 - 21 November 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

London

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Online course Find out more
Service Desk Analyst

25 - 27 November 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

Virtual - At your laptop or PC

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Service Desk Manager

02 - 05 December 2019

Master the key areas of service desk management with SDI’s SDM qualification course and lead your team to lasting success. Service Desk Manager course overview Defining strategic requirements – plan for the strategic development of the service desk within an organisation’s overall business goals. Developing a strategic role – define the...

Location:

Birmingham

Price:

Non-member: £1,874.00
Member price: £1,686.60 (login)

Duration:

4 Days

Service Desk Analyst

03 - 05 December 2019

This course equips the support analyst with the skills essential to deliver excellent levels of customer service and support. SDA Course Overview in brief: This course contains 11 modules that are core to the role of a service desk analyst: Roles and responsibilities – learn about everything you need...

Location:

London

Price:

Non-member: £1,192.00
Member price: £1,072.80 (login)

Duration:

3 Days

Proactive Problem Management

10 December 2019

Reduce the impact of business-affecting downtime, improve the quality of your services, and be more cost effective as a service provider.  Proactive problem management identifies, resolves, and prevents problems before they cause service impacting incidents. This approach differs from reactive problem management by recognising patterns of events that suggest an underlying problem, identifying...

Location:

Birmingham

Price:

Non-member: £555.00
Member price: £499.50 (login)

Duration:

1 Day

SDI's Live Virtual Training

SDI’s live online training is a fully interactive, instructor led training experience, hosted through SDI’s new online Adobe ConnectPro training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates. You will be provided with a voucher for the qualification exam which you can take at a time and online through APMG. APMG International contact candidates directly via email with details about how to book an exam.

SDI's Live Virtual Training

SDI’s live online training is a fully interactive, instructor led training experience, hosted through SDI’s new online Adobe ConnectPro training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates. You will be provided with a voucher for the qualification exam which you can take at a time and online through APMG. APMG International contact candidates directly via email with details about how to book an exam.

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