HDI Desktop Support Manager (HDI-DSM) Certification

The HDI Desktop Support Manager (HDI-DSM) course designed for both new and experienced desktop support managers, and helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments
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.

KEY FEATURES

  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Authorized Coureware
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included

Description

WHOM IS IT APPLICABLE
  • Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance, and customer service strategies
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
MODULE OVERVIEW

Module 1: Desktop Support
Module 2: Strategy
Module 3: IT Financial Management
Module 4: Technology and Service Support
Module 5: Service Level Management
Module 6: Metrics and Quality Assurance
Module 7: Desktop Support Processes
Module 8: Leadership
Module 9: Workforce Management
Module 10: Training and Retention
Module 11: Promoting Desktop Support

PREREQUISITES

There are no formal prerequisites required for this certification

EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online (HDI Learning Center)
Questions: 65 multiple choice questions
Passing Score: 80%
Duration: 75 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

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