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SDI® Service Desk Analyst (SDA)
COURSE DESCRIPTION
SDI Service Desk Analyst (SDA) Professional Standard. It provides the information, the requirements and the guidance necessary for test creators, curriculum developers, test takers and test administrators.
TARGET AUDIENCE
The Service Desk Analyst (SDA) qualification course is for front-line IT service and support analysts with some experience working in a service desk environment. This course will help analysts who are looking to grow in their role and gain a recognized qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge.
Individuals interested in achieving the Service Desk Analyst (SDA) qualification will come from all industry sectors across a range of large, medium and small sized service desks. They will have a desire for their knowledge of the important topics covered in the Service Desk Analyst (SDA) Professional Standard to be recognized in order to pursue employment and advancement opportunities in the IT service and support industry.
PREREQUISITES
Prerequisites for passing the exam will include a working knowledge and understanding of the demands placed on a service desk, the standard process requirements for many support operations and the technology available to service desk staff. Individuals should not attempt to take the exam unless they:
- Have a working knowledge of the IT service and support industry
- Have a working knowledge of the Service Desk Analyst (SDA) Professional Standard
- Have a desire to work within an IT service and support role
- Have attended the Service Desk Analyst (SDA) qualification course delivered by a PeopleCert accredited training organization
OBJECTIVES
The SDI Service Desk Analyst (SDA) Professional Standard defines the skills required by service desk analysts. The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry. Individuals passing an SDI exam can be expected to:
- Demonstrate understanding of the roles and responsibilities of a service desk professional
- Develop and employ the essential skills required for a service desk analyst
- Summarize and follow service desk processes and practices
- Identify and describe service desk tools and technologies
Duration: 4 Days (32 Hours)
Venue: Classroom Based/Virtual Instructor-Led Training
Course Outline
1. Professionalism
The Service Desk
- Explain the purpose of the service desk
- Identify the activities of the service desk that demonstrate its value
- Explain the role of service desk leadership & management
The Service Desk Analyst
- Explain the role of the Service Desk Analyst
- Identify the responsibilities of the Service Desk Analyst
Best Practice
- Identify sources of service desk and IT methodologies and best practice
- Maintain knowledge of IT standards, frameworks, and methodologies
Policies and Governance
- Understand the purpose of organizational policies
- Identify some examples of areas covered by organizational policies
Personal Accountability
- Explain personal accountability
- Explain why following best practice and documented processes and procedures benefits customers and the service desk
- Identify the importance of making and honoring commitments
- Describe how to protect and enhance the image of the service desk
Service Attitude
- • Explain the terms: attributes, skills and knowledge
- • List the characteristics of a good service attitude
- • Recognize the impact of a good service attitude
- • Describe the skills required to deliver excellent customer service
Teamwork
- • Recognize the basic concepts of teamwork
- • Describe the responsibilities of people working in a team environment
- • List the benefits of teamwork
- • List the characteristics of an effective team
- • List the features found in a supportive workplace
Business Relationships
- • List behaviors for establishing and maintaining effective relationships
- • List behaviors for establishing effective relationships with customers
Cultural Awareness
- • Demonstrate sensitivity and respect for other cultures
- • Practice techniques for communicating crossculturally
2. Analyst Skills
Communication
- • Describe ways people communicate
- • Identify the difference between formal and informal communications
- • Recognize barriers to effective communication
Verbal and NonVerbal Communication Skills
- • Explain the principles of good verbal skills
- • Explain the principles of good non-verbal communication skills
Listening Skills
- • Describe the principles of active listening
- • Describe paraphrasing and its importance
- • Explain the benefits of active listening
- • Recognize barriers to listening and understanding
Written Communications Skills
- • Recognize why using correct grammar and spelling is important in written communications and documentation
- • Identify the elements required for writing professional business communications and documentation
Questioning Skills
- • Explain the difference between open and closed questioning
- • Explain the structured questioning technique
Problem Solving
- • Explain the skills required for effective problem solving
- • List the steps in a typical problem-solving technique
Rapport Techniques
- • Describe emotional intelligence
- • Identify the components of emotional intelligence
- • Summarize the benefits of emotional intelligence
- • Recognize common customer emotions or actions that an analyst needs to manage
- • Describe methods for acknowledging the customer’s emotions
- • Explain techniques for dealing with negative reactions from customers
Conflict and Negotiation Skills
- • Describe the signs that conflict is developing
- • Identify appropriate actions to reduce and eliminate conflict
- • Describe negotiation
- • Describe the elements of negotiation
Interaction Management Skills
- • Explain the benefits of professionally managing interactions
- • Explain the benefits of using a standard greeting
- • Describe actions for managing and redirecting issues related to unsupported items
- • Explain the behaviors and situations to avoid when interacting with customers
- • Explain how to manage an abusive customer
- • Explain how to manage an angry customer
- • Explain how to manage an inconvenienced customer
- • Explain how to manage an overtalkative customer
- • Explain how to manage an emotionally distressed customer
- • Explain how to manage a customer that is reluctant to end an interaction
- • Describe how to professionally disengage from a support interaction
Resilience
- • Describe the importance of emotional resilience
- • List some common causes of stress
- • Describe some of the signs of positive stress
- • Describe some of the signs of negative stress
- • Describe the responsibility we have to manage stress for ourselves and our colleagues
- • List actions that reduce stress
Time Management
- • Explain what multitasking means in a support environment
- • List techniques to improve time management
- • Describe the benefits of effective time management
Positive Approach and Attitude
- • Recognize the differences between assertive, aggressive, and passive behavior
- • Explain why demonstrating confidence is important
- • Recognize how confidence is demonstrated
Professional Development
- • Identify methods for enhancing personal professional development
3. Practices, Processes and Procedures
Practices, Processes and Procedures
- • Explain what is meant by a practice, a process, and a procedure
- • Explain practice, process, and procedure management
- • Explain the importance of documenting practices, processes, and procedures
- • Explain the importance of following processes and procedures
Incident Management
- • Explain the purpose of incident management
- • Describe an incident
- • Explain the objectives of incident management
- • List the principal activities that the Service Desk Analyst performs in incident management
- • Explain the benefits of effective incident management
- • Identify common measures of success for incident management
Service Request Management
- • Explain the purpose of service request management
- • Describe a service request
- • Explain the objectives of service request management
- • Identify common measures of success for service request management
Incident and Service Request Recording
- • Identify the primary reasons for recording incidents and requests
- • List the procedure for, and information required, to raise an incident or service request
- • Explain how to determine the priority of an incident or service request
- • List the steps required to resolve an incident or service request
Escalation
- • Explain the two types of escalation
- • Identify some circumstances in which escalation is appropriate
Status Updates
- • Explain why status updates are important
- • List the information to provide in a status update
Problem Management
- • Explain the purpose of problem management
- • Describe a problem
- • Explain what is meant by reactive and proactive problem management
- • Explain the objectives of problem management
- • Explain the service desk’s responsibilities in problem management
- • Identify the three phases of problem management
- • List the primary activities of problem management
- • Identify common measures of success for problem management
Change Enablement
- • Explain the purpose of change enablement
- • Describe a change
- • List the types of change
- • Explain the objectives of change enablement
- • Explain the service desk’s responsibilities in change enablement
- • List activities in change enablement
- • Identify common measures of success for change enablement
Service Level Management
- • Explain the purpose of a service level management
- • Explain the objectives of service level management
- • Describe a service level agreement
- • Identify the typical content of a service level agreement that is relevant to the service desk (SLA)
Service Catalogue Management
- • Explain the purpose of service catalogue management
- • Describe a service catalogue
- • Explain the objectives of service catalogue management
- • List the basic components of an entry in the service catalogue
Service Delivery Model
- • List some of the different types of sourcing methodologies and models available for delivering IT services
Knowledge Management
- • Explain the purpose knowledge management
- • Explain the objective of knowledge management
- • Explain why knowledge management is important to the service desk
- • Describe why it is important to maintain knowledge
- • Identify common measures of success for knowledge management
Information Security Management
- • Explain the purpose of information security management
- • Explain the objective of information security management
- • Recognize the importance of information security policies
- • Explain the service desk’s responsibilities in information security management
- • Recognize potential security threats to the organization that might occur through the service desk
- • Identify types of security policies
- • Explain the importance of reporting security compromises
- • Explain the importance of legal compliance
- • Explain the importance of software license management
- • Recognize the importance of confidentiality
Service Continuity Management
- • Explain the purpose and responsibility of the service continuity management
- • Explain the purpose of a service continuity plan
- • List the key components of a service continuity plan
Quality Assurance Program
- • Describe the purpose of a quality assurance (QA) program
- • Explain the objectives of a quality assurance (QA) program
- • List common QA practices used by a service desk
- • Identify methods for monitoring calls and other interactions
- • Describe what is meant by incident and service request monitoring
- • Identify methods for monitoring incidents and service requests
- • List the benefits of interaction, incident, and service request monitoring
Managing Customer Feedback
- • Describe the purpose managing customer feedback
- • Explain the objectives of managing customer feedback
- • Identify some common sources of customer feedback
- • List the key components of managing customer feedback
- • Describe the three most common types of surveys and the importance of each type
Service Desk Metrics and Statistics
- • Explain the reason for compiling service desk metrics
- • Identify common service desk metrics
4. Resources
Support Methods
- • Identify methods used for delivering service and support
- • Describe the purpose of using IT service management systems in a service desk environment
- • Explain the primary objectives of using IT service management tools
- • Explain the benefits of remote support
- • Recognize common disadvantages of using remote support tools
- • Recognize the benefits of using live chat and collaboration tools
- • Recognize commons risks of using live chat and collaboration tools
- • Describe Automatic Call Distribution (ACD)
- • List common automatic call distribution (ACD) features
Self-Service
- • Describe self-service
- • Identify the benefits of self-service
- • Identify risks of selfservice
- • List common examples of self-service
Automation
- • Describe automation
- • List common examples of automation
- • Identify the benefits of automation
Artificial Intelligence (AI)
- • Describe AI
- • List common examples of AI
- • Identify the benefits of AI
- • Identify the challenges of AI
Social Media
- • Describe what is meant by social media
- • Explain how to use social media tools effectively
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