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Service Desk Manager Qualification
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SDI SD0-302 Questions and Answers
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The SDI Service Desk Manager (SDM) Qualification is a certification designed for professionals managing or aspiring to manage a service desk team. It validates knowledge in service desk management, customer service, and leadership.
The exam code for this qualification is SD0-302.
The SDM certification is suitable for service desk managers, team leads, or IT professionals who aim to develop skills in managing IT support teams and enhancing service quality.
While there are no strict prerequisites, experience in a service desk or IT management role, along with foundational knowledge of IT service management (ITSM) concepts, is recommended.
Prior experience is not mandatory but is beneficial, especially in roles related to service desk management or IT support.
Key topics include the service desk’s role and function, service desk processes and standards, leadership and people management, performance metrics and reporting, and customer satisfaction.
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