Course Overview
This certification verifies that the desktop support manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.
Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs.
Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.
What You Will Learn:
- Characteristics of an effective desktop support manager
- How to create and deliver on service level agreements and operating level agreements
- How to align desktop support services with business strategy, objectives, and processes
- The importance of the relationships among IT service management processes
- Tactics for screening, hiring, training, and leading high-performance teams
- How to create an internal marketing culture to promote your desktop support services
- The metrics and key performance indicators essential to desktop support performance reporting
Who Should Attend?
- Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance, and customer service strategies
- Individuals who are preparing for the HDI Desktop Support Manager certification exam
Schedule
Start Date |
End Date |
Delivery Location |
| February 7, 2022 | February 9, 2022 | VIRTUAL |
| March 30, 2022 | April 1, 2022 | VIRTUAL |
| June 22, 2022 | June 24, 2022 | VIRTUAL |
| August 10, 2022 | August 12, 2022 | VIRTUAL |
| October 17, 2022 | October 19, 2022 | VIRTUAL |
| December 7, 2022 | December 9, 2022 | VIRTUAL |
Course Curriculum
Unit 1: Desktop Support
- The evolution of support
- Support center maturity
- Successful desktop support
Unit 2: Strategy
- Strategic perspective
- Business alignment
- Strengths, Weaknesses, Opportunities, and Threats
Unit 3: IT Financial Management
- IT financial management
- Cost, value, and ROI
Unit 4: Technology and Service Support
- Service desk infrastructure
- Telephony infrastructure
- Desktop support delivery methods
- Service management systems
- Selecting service desk technology
Unit 5: Service Level Management
- Service level management
Unit 6: Metrics and Quality Assurance
- Desktop Support metrics
- Data sources
- Baselining and benchmarking
- Performance reporting
- Quality assurance programs
- Measuring customer satisfaction
- Measuring employee satisfaction
Unit 7: Desktop Support Processes
- Best practices for support
- IT service management
- The service desk
- Service operations
- Service design
- Service transition
- Knowledge management
Unit 8: Leadership
- Your responsibilities as a desktop
- support manager
- Your role as leader
- Manage operations effectively
- Emotional intelligence
- Communication
- Influence & motivate
- Integrity & service ethics
- Growth
Unit 9: Workforce Management
- Workforce management
- Staffing models
- Scheduling
- Sourcing
- Recruitment
Unit 10: Training and Retention
- Training and Retention
- Fostering relationships
- Teamwork
- Coaching
- Peer mentoring
- Training
- Rewards, motivation, retention
- Performance management
- Career development planning
Unit 11: Promoting Desktop Support
- What is marketing?
- Creating internal marketing culture
- Marketing opportunities
Register or Inquire
Certification Exam
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the HDI Desktop Support Manager (HDI-DSM) Certification Standard and is delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
| Category | Weighting % |
| Leadership | 15 % |
| Policy and Strategy | 25 % |
| People Management | 15 % |
| Resources | 15 % |
| Process and Procedures | 20 % |
| Performance Results | 10 % |
Exam Extensions
A 28-day extension is available for an online exam: details
Exam Retakes
Exam retakes can be purchased for a fee: details
