SDI Training Calendar 2014

2014

Learning &Development

Programme

Service desk professionals at every level need to ensure they play an active part in driving their business forward by using the latest techniques, skills and practices so they can fulfil rising customer service demands. SDI is passionate about helping IT service professionals achieve their goals and our learning and development programmes are on hand to help you every step of the way – from new entrants to the service desk to experienced managers. There is something for everyone.

As the leading specialist provider of service desk training, SDI supports IT service professionals in gaining and developing the knowledge, skills and professional development they need. The qualification and training courses in this brochure are delivered by highly experienced tutors with a wealth of practical experience in IT service management.

Supporting you every day In addition to training, SDI offers a professional membership programme which entitles you to a discount of 10% on all of our courses, the SDI Annual Conference and free places at our one-day experience events. Become a member today and start saving.

We’re here to help We also offer excellent value bespoke training packages delivered in-house based on any course, or combination of courses, in this brochure. If you would like help planning your development needs, or if you want to discuss a co-ordinated approach to developing a team of people, please call our experienced training advisors on +44 (0)1689 768 738 or email [email protected]

As the service desk has become the window in to IT, it has never been more important to arm your IT support staff with the appropriate skills in customer service.

We look forward to supporting you in 2014.

Tessa Troubridge, Managing Director, SDI

Welcome to SDI’s learning

and development directory

Page

Why Learning and Development with SDI? 4 - 6 •Meetthetrainers

Service Desk Qualifications 7 - 12 •ServiceDeskManager •ServiceDeskSeniorAnalyst •ServiceDeskAnalyst •ServiceDeskFoundation

Practical IT Service Management For Service Desks 13 - 16 •CustomerSatisfactionSurveys •CallCoachingForServiceDesks •MetricsandReportingforITService

Learning and Development In-House 17 - 23 •TeamBuildingforServiceDesks •EffectiveITServiceCommunicationSkills •ITILforServiceDesks •HRForNon-HRServiceDeskManagers •AppraisalSkillsforServiceDeskManagers

Experiential Learning Events 24 - 25

Membership 26 - 28

Terms of Business 29

Course Calendar 2014 30

Contents

Why learningand development with SDI?

Demonstrate your commitment to your IT service career.

The way forwardThe fact that you’re holding or reading this is a good thing; it clearly demonstrates your commitment to progressing your IT service career or the careers of your team members. It doesn’t really matter where you are in your career right now, what’s important is where you want to be – because if you want a long and prosperous career in this great industry, you can never afford to stop learning.

GetqualifiedSDI’suniquesetofcourses-someleadingtointernationallyrecognisedqualifications–willmake arealdifferencetoyourcareerwhetheryou’rean analyst,ateamleaderorresponsibleforanentire ITservicedepartment.TheSDIlearningand developmentprogrammeprovidesITserviceand supportprofessionalswithastructuredcareerpathandprogressionrouteastheydeveloptheirskillsandprogress.There’sonlyonewaytoguaranteetoan ITserviceemployerthatyou’remorecapableandcrediblethanthenextcandidate–andthat’stoholdarecognised,professionalqualificationthatprovesyourcompetenceasaServiceDeskAnalystorManager.

InadditiontotheSDIServiceDeskManagerand ServiceDeskAnalystqualifications,wealsoofferacomprehensiveprogrammeofoneandtwodaycoursesandone-daylearningevents;allaredesignedtohelp yougetthebestfromeveryoneinyourITserviceteamwithprogrammescateringforeverylevel.

WhychooseSDI?SDIisinauniqueposition.WenotonlycreatethestandardsuponwhichtheSDIqualificationsarebuilt, wealsodeliverthetrainingcourses.Allofourcourses aretaughtbyextremelyexperiencedandsoughtaftertutorswhocombineservicedeskknowledgeandexperiencewiththelatestin-depthlearningtechniques.That’swhywearethechoiceofsomanyoftheUKandEurope’smostsuccessfulservicedesks.

SDI hold courses and learning events throughout the UK.

For more information on venues please visit:www.servicedeskinstitute.com/training

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Leeds

Birmingham

Kent

Manchester

Meet the TrainersSDI courses are delivered by experienced tutors who combine years of hands-on service desk knowledge and experience with the latest learning techniques. That’s why we are the choice of so many of the world’s most successful service desks.

KenGoff Witha30yearcorporatecareerbehind him,aswellashavingbeenaDirector ofitSMFUK,Kenisanindustry recognisednamewithaproventrackrecordofexcellence.HeisfullyISEBqualifiedandoffersSDIdelegatestheopportunitytobenefitfromhiswealthofpracticalandreal-lifeexperience.

Mixinganincomparablepassionandenthusiasmfor ITServiceManagement,Kenisinhighdemandnot onlyforhisincrediblyhighqualityoftrainingbutalso asahighlyaccomplishedspeaker.

LynneNash Lynneisacustomerserviceandservice deskprofessionalwithawiderangeof experiencegainedwithinITandits associatedindustries.Involvedsincethemid-1980s,shehasoperationalmanagement,projectandtrainingexperiencefrombluechipcompaniessuchasICL(nowFujitsu)andBBCWorldService.LynnenowindulgesherpassionfordevelopingpeoplethroughtrainingeventsacrosstheUK,Ireland,NorthAmericaandEurope.

DonnaShoesmith Anaccomplishedtrainingandbusiness consultantwhohasapassionfor developingpeopleandbusinesses. DonnaisalsoanaccreditedtrainingproviderfortheInstituteofLeadership&Management(ILM),anawardingbodyforManagementQualifications.

Donnacouplesexcellentcommunicationandinterpersonalskillswithasoundappreciationoftheneedtolinkperformancewithteamwork.

TonyRanson Unbelievablebuttrue,Tonyhasover 30yearsofcustomerfacingservice managementexperiencewithinthe ITsupportindustry.Hehasheldarangeofkeyroleswhichhaverequiredacombinationofresultfocusedmanagementtechniques,facilitator,auditorandprojectmanagementskills.Tonyrelateswelltoeveryoneandhegetshiskicksfrompeoplemotivationanddevelopment,andtheuseandadoptionofqualitystandardstoensurethatserviceexcellenceisconsistentlydelivered.

TonyisanauthorisedtrainerandaccreditedqualityauditoroftheServiceDeskInstitute.OverthepastsixyearshehastravelledextensivelytodeliverSDItrainingcoursesandconductServiceDeskCertificationauditstoSDI’sglobalstandardsofbestpractice.

SusanStorey AqualifiedITIL®professional,dealing withallaspectsofservicemanagement, Susanispassionateaboutraisingand maintainingservicequalitythroughupdatingandimprovingourskillstodeliverbusinessvalue.AmemberofSDIformanyyears,shewasamemberoftheSelectCommitteewhoreviewedtheSDI’sServiceDeskManagerStandards,SusanisalsoanaccreditedAuditorforSDI’sprestigiousServiceDeskCertificationprogramme.

JoJohns JoJohnshasworkedforover20years withintheITServiceManagement industry.Herparticularinterestlieswith thepeopleandbehaviouralaspectsofITSMincludingbusinessrelationshipmanagement,continualserviceimprovement,internalrelationships,processimprovement,customerservice,andmanagementandleadershipskills.Joisaregularspeakeratmajorindustryeventswhereherpresentationsarewell-attendedandconsideredtobehighlyrelevant,interestingandfullofusefulinformation.SheisalsoaregularcontributortoITSMTVandITSMindustrymagazines,amemberoftheSDIStandardscommitteeandanITIL®Expert.

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Wherever you are in your career you can never afford to stop learning. Get the skills you need with our industry-proven internationally recognised qualifications.

Service Desk

Qualifications

Setting the standardThere is only one organsiation that sets the standards against which the internationally recognised SDI qualifications are mapped. That is the Service Desk Institute.

SDI’sindustry-provenqualificationscanhelpyougetaheadthroughoutyourITsupportcareer.AlloftheSDIqualificationsarebasedontheindustry’sProfessional Standards whicharereviewedandupdatedeverytwotothreeyearsbyacommitteeofindustryexperts,servicemanagementprofessionalsandpractitionerstoreflect thelatestindustrydevelopments.

TheseinternationallyrecognisedProfessionalStandardssetoutcleardefinitionsforthekeyservicedeskroles ofServiceDeskAnalystandServiceDeskManagerandprovidethebasisofallSDI’strainingcoursesleadingtoqualificationsdeliveredbyAPMGInternational.

Helpingyou,andyourcareer,developSDIqualificationsarevocationalandtestpracticalknowledgewithintheworkingenvironment.Byachieving anSDIqualificationacandidatedemonstratestoapotentialemployerthattheynotonlyunderstandthebestpracticestandardfortheirspecificjobrole,buttheyalsohavetheknowledge,skillsandcompetenciestoapplytheseonaday-to-daybasis,directlyimpactingtheefficientrunningoftheservicedesk.

Employersknowthatanycandidatewhoholdsan SDIqualificationiscommittedtotheircareerandhas apracticalandapplicablesetofskillsthattheycanuse everydaytoimprovetheperformanceoftheservice deskandthecustomerexperience.

Thequalificationprogrammeprovidescandidates withastructuredITserviceandsupportcareerpath andprogressionrouteastheydeveloptheirskillsandprogresswithintheirprofession.

SDIisintheuniquepositionofnotonlysettingthe bestpracticestandardsfortheSDIqualifications,butisalsooneofthehandfulofcompaniesaccreditedbyAPMGInternationaltodeliverthetraining.Noothers haveaccesstotheuniqueSDIteachingresourcesand,althoughourcoursesmaycostslightlymore,wealonecanguaranteeyouaccesstotrainerswhohavebeeninvolvedinsettingthebestpracticestandardsuponwhichtheexamsarebased.Atruerecipeforsuccess!

Download the Professional

Standards at:www.servicedeskinstitute.com

/professional-standards

ServiceDeskManager(SDM)

ServiceDeskSeniorAnalyst*(SDSA)

ServiceDeskAnalyst(SDA)

ServiceDeskFoundation(SDF)

*Thereisnoqualificationexamattheendofthiscourse

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*SDI owns the professional standard that forms the basis of each course and is responsible for managing and delivering these courses. APMG is responsible for accrediting the SDI scheme training providers and for the SDI syllabi, curriculum, courseware and exams.

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Service Desk ManagerMaster the key areas of service desk management and lead your team to lasting success.

Who is it for?Thisinteractivefour-daySDMqualificationcourseisdesignedforexistingandaspiringservicedeskmanagersandsupervisorswhowishtodeveloptheirunderstandingofservicedeskmanagementbestpracticesandhowtorunaneffectivesupportoperation.Suitableforthosewithatleastthreeyearsexperienceinaservicedeskenvironment.

What is it about?Beinganeffectiveservicedeskmanagerrequiresabroadrangeoftalents,frompeople-orientedabilitieswithanawarenessofmarketingtofinancialacumenandpresentationskills.Thiscourseprovidesathoroughunderstandingof,andqualificationin,thetwelvecoreareasofservicedeskmanagement.

What will I get out of it?•Athoroughgroundingintheskillsrequiredtolead,motivateandmanageaservicedeskteam

•Thecompleteservicedeskmanagementtoolkitcoveringstrategy,leadership,employeedevelopment,relationshipbuilding,serviceimprovement,ITSMprocesses,performancemeasurement,finance, toolsandtechnologies.

•AninternationallyrecognisedSDMqualification

Course overview• Defining strategic requirements–planforthestrategicdevelopmentoftheservicedesktosupportanorganisation’soverallbusinessgoals

• Developing a strategic role –definethestrategiesandtechniquesforasuccessfulsupportoperationthatisintegratedwiththeorganisation’soverallbusinessgoals

• Essential management skills –examinekey commercialmanagementskillsincludingintegratingITservices,businesscases,financialmanagement,strategicresponsibilities,definingprocessesandprocedures,gapanalysis,projectmanagement,behavioursandcommunication

• Integrating the service desk –identifytheneedforrelationshipandnetworkbuilding,contributeto ITandbusinessobjectives,continualimprovement assessmentsandlearnaboutsourcingoptions

• Promoting the service desk–understandthepromotionaltoolkitavailabletotheservicedesk,fortheservicedesk

• Quality assurance activities–reviewQAprogrammesandpracticesincludingsatisfactionsurveys,benchmarking,monitoringmethods,servicedeliverymodels

• Effective management of tools and technologies–reviewandevaluatetheservicedesktechnologymarket,ACDandCTI,servicedeliverycommunicationchannels,self-serviceandself-healing

• Staff recruitment, retention and development–examineeffectiverecruitmentprogrammes,coreskills,staffdevelopment,effectiverelationshipswithteamsandindividuals,behaviourandperformance

• Professional development –understandhowtoensureon-goingdevelopmentforyourselfandyourteam,explorecoaching,mentoringandstressmanagement

• Leadership and management–discoverhowtobeaneffectiveleaderandmanager,improveyourprofessionaldevelopment,andhoneteamwork,coaching,mentoringandstressmanagementskills

• ITservicemanagement–examineservicedesk responsibilitiesinkeyITILprocesses

Course DetailsDuration and cost: 4 days, £1725 + VAT*

Kent Feb: 10 May: 19 Aug: 18 Nov: 17 Birmingham Jan: 27 Oct: 13Leeds Sep: 15Manchester Mar: 17 Jun: 2Virtual Mar: 10 Sep: 23

IN HOUSE TRAINING Please ask for details.

* SDI members receive a discount of 10% on this course

“A very beneficial course. Learned a lot of new skills and gained knowledge about strategy, handling team issues, customer satisfaction and other improvements for the service desk.”

Debbie, Service Desk Co-Ordinator

Service Desk Senior AnalystAdvance your skills as an experienced service desk analyst and develop your career options.

Who is it for? Experiencedservicedeskanalysts,ideallyforthosewhohavealreadyachievedtheServiceDeskAnalystqualification,whoarelookingtodeveloptheirknowledgeofindustrybestpracticeandprogresstheircareerwithintheservicedesk.

What is it about?Thisuniquetwo-dayprogrammeisdesignedtodeveloptheexperiencedservicedeskanalystandpreparethemtoplayamorestrategicrolewithintheservicedeskinordertoprogresstoteamleaderorservicedeskmanagerinaccordancewithindustrybestpractice.

What will I get out of it?•Thefoundationsonwhichtodevelopandprogress totherolesofteamleaderandservicedeskmanager

•Preparationtoplayamorestrategicrolewithintheservicedeskincludingpresentationskills,compilingreports,preparingreviews,evaluatingperformance andcallstatistics

•Effectivecommunication,problem-solvingandproject managementskills

•Understandingbusinessneeds,andhowtheITsupportfunctioncanbettermeettheseneeds,whilstensuringthatappropriatebusinessethicsareadheredto

•Guidanceonhowtomanageandmotivatestaffand givedirectiontotheteam

•Pleasenotethereisnoqualificationexamattheend ofthiscourse

Course overview•Customer relationship management and IT support –thestrategicroleoftheservicedeskanditsresponsibilitiestowardsthecustomer

• Effective communication skills –keytheories andtechniquestodriveeffectivecommunication withcustomers

• Presentation skills–creatinganddelivering powerfulpresentations

• Service desk metrics–typesofmetrics,their importanceandhowtousethem

• Problem solving techniques–studycriticaland creativethinkingskills,logicalproblemsolvingmethodsandrootcauseanalysis

• Report writing skills–learnhowtocreatepowerfulwrittenmanagementreports

• Teamwork and leadership skills –developeffectiveleadershipandteam-buildingskills

• Customer relationship management skills–learn abouttheimportanceofcustomerrelationshipmanagementinthesupportenvironment,managingrequirementsandexpectations,techniquestodevelopwin-winnegotiationskills,dealingwithdifficultcustomers

• Assertiveness–developbehavioursforeffectiveandassertivecustomerservice

• Project management overview–reviewastep-by-stepguidetoplan,controlandmanageprojectseffectivelyandefficiently

• The service desk and the ITSM marketplace–examinetheprinciplesofITSM,ITILandthebusinessbenefits

• Promoting the service desk–discovertheessentials ofservicedeskmarketing

Download the Professional

Standards at:www.servicedeskinstitute.com

/professional-standards


Kent Mar: 3 Jul: 7 Sep: 17 Nov: 24 Birmingham Apr: 7 Dec: 1Manchester Oct: 8



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Service Desk Analyst Transform the way you interact with your customers and gain a career enhancing qualification at the same time.

Who is it for?TheSDAqualificationcourseisforfront-lineITserviceandsupportanalystswithsomeexperienceinafirst-lineorsecond-lineservicedeskenvironment.Foranalystslookingtogrowintheirroleandgainarecognisedqualificationintheirprofession,thiscoursewillhelp themtodeveloppracticalskillswhilstearningacertificatethatendorsestheircommitmentandknowledge.

What is it about?ExcellentcustomerservicethroughefficientITsupport-whetheritbeface-to-face,viaemail,overthephone, byIMorthroughsocialmediachanels-isvitaltoensureacompanyconsistentlydeliverstoitsagreedITservicelevels.Theimportanceofdeliveringqualityofcustomerserviceintoday’ssupportenvironmentmeansthattheresponsibilitiesofITsupportanalystsaremanyand,asaresult,adiverseskill-setisrequiredtomeettheconstantlyevolvingandincreasinglychallengingdemandsplacedonthem.Thiscourseequipsanalystswiththeessentialskillsfordeliveringanexcellentlevelofcustomerserviceandsupport.

What will I get out of it?•Athoroughgroundingintheskills,competencies andknowledgerequiredtobeaprofessionalandeffectiveservicedeskanalyst

•TheessentialskillsandcompetenciestodeliverefficientandeffectivesupportinlinewithSDI’sbestpracticeindustrystandards

•Aclearunderstandingofhowtoidentifycustomerneedsandmotivations,howtodealeffectivelywithavarietyofsituationsandhowtohandledifficultsituations

•Theabilitytorecognisetheimportanceofteamwork inthesupportenvironment

•KnowledgeofcoreITServiceManagementprocessesandtheroleoftheservicedeskwithinthese

•Practicalproblemsolvingtechniquestohelpresolvecustomers’issuesfirsttime

•Anunderstandingofservicedeskmetrics,service levelagreements,customersatisfactionsurveys, andthelatestservicedesktoolsandtechnologies

•Awarenessoftheneedfordevelopingprofessionalrelationshipsandfordisplayingrespectand culturalsensitivity

•PracticalpreparationforpassingtheServiceDeskAnalystexamination

Course overviewThiscoursecontains10modulesthatarecoretothe roleofaservicedeskanalyst:

• Roles and responsibilities –learneverythingyouneed toknowaboutbeinganefficientandeffectiveservicedeskanalystandthekeyconceptsrequiredtodeliverserviceexcellence

• Relationship management –discovertheimportanceofteamwork,customerrelationshipsandculturalawareness,bestpracticecustomerservice,dealingeffectivelywithdifficultsituationsandteamwork

• Effective communication skills –developthecorecompetenciesofeffectivecommunicationrequired ontheservicedeskincludingtelephone,listeningandwrittenskills

• Problem solving–examinetheprocessandpractice thetechniquesofcreativeproblemsolving

• Effective rapport–learnhowtodealsuccessfullywithavarietyofpeople,behavioursandsituations,includingthedifficultones

• Effective process management–establishtheneedforprocessesandproceduresforcallhandlingandhowtocreatehigh-qualitydocumentation

• IT Service Management–learnabouttheincidentmanagementprocessincludingtheimportanceofaccuratecalllogging,bestpracticeproceduresforescalations,problem,changeandITservicecontinuitymanagement,effectiveknowledge,servicelevelmanagementandITsecurity

• Quality assurance activities–reviewtheimportanceofhavingqualityprocesses,conductingcustomersatisfactionsurveysandthevalueandbenefitsofmetrics

• Tools and technologies–gainaninsightintocommonservicedesktechnologiesandtakealookatthebasicsofACDandIPtelephony,CTI,self-serviceandself-healingtechnology,andsocialmedia

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Kent Jan: 20 Feb: 3 Mar: 10 Apr: 1 May: 12 Jun: 24 Jul: 14 Aug: 4 Sep: 8 Oct: 13 Nov: 10 Dec: 1Birmingham Feb: 10 Sep: 15Leeds May: 19Manchester Feb: 25 Nov: 3 Virtual Apr: 28 Oct: 6



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Service Desk FoundationIdeal as on-going in-house induction programme for large service desks with a continual intake of new staff.

Who is it for?Thecourseissuitedtofirst-lineanalystsnewtothe servicedeskandwhoarelookingtoquicklygain essentialfront-linesupportandcustomerservice skillsexperienceinaninternalorexternaltelephone customersupportenvironment.Includesanentry-levelprofessionalqualification.

What is it about?Thiscourseprovidesapracticalintroductiontothe keyconcepts,skillsandcompetenciesrequiredtodeliverprofessionalandeffectivecustomersupportinafront-lineservicedeskenvironment.

What will I get out of it?•AclearunderstandingoftheimportanceofcustomerITsupportintoday’sbusinessenvironmentandtheroleoftheservicedesk

•Knowledgeofcoreservicemanagementprocesses(incidentandproblem)andtheservicedesk’sresponsibilitieswithinthem

• Everythingyouneedtoknowabouttheroleofananalyst,theresponsibilitiesandtheservicedeskenvironment

•Anunderstandingofhowtodeliverefficientandeffectivesupportintheservicedeskenvironment

•Confidencetodeliverprofessionalsupport•AnunderstandingofServiceLevelAgreementsand theirimportance

•Anunderstandingoftheneedforandvalueofservicedeskmetrics

•AninternationallyrecognisedfoundationlevelqualificationforITserviceandsupportprofessionals

Course overviewThiscoursecontainssevenmodulescoretotherole ofasupportspecialist:

•Rolesandresponsibilities–learnabouttherole thatservice,supportandtheservicedeskplays withinanorganisation

•Relationshipmanagement–discoverthe importanceofteamwork,customerrelationships andculturalawareness

•Effectivecommunicationskills–identifyand developtheessentialcompetenciesforeffectivecustomercommunication

•Conflictmanagement–learnhowtobuildrapport withcustomersandsuccessfullydealwithconflict

•Professionalcustomerserviceattitude–develop andmaintainapositiveapproachandattitudein theserviceenvironment

•Processesandprocedures–analysetheneed forprocessesandproceduresforcallhandlingand theimportanceofincidentmanagement

•�Effectiveprocessmanagement–reviewthekeyconceptsofITservicemanagementincludingservice levelagreements,escalation,qualityassurance,problem,changeandknowledgemanagement,securityandlegalcompliance,understandingthebenefitsof self-help,metricsandcustomersatisfactionsurveys

Course DetailsTwo day course (up to 10 people)

IN HOUSE TRAINING From £3990 + VAT* Plus £95 per person for the exam voucher

*Ask about discounts for SDI members!

To find out more about this course visit:

www.servicedeskinstitute.com/sdf

Delivering the highest quality IT services in line with the best practice industry standards is a must for every service desk. Ensure you have the latest ITSM know-how.

Practical IT Service

Management

for Service Desks

Course DetailsDuration and cost: 1 day, £495 + VAT*

Kent Mar: 5 Sept: 15 Additionaldatesavailableonrequest.



Customer Satisfaction Surveys For IT ServicePrepare, plan and deliver powerful and engaging customer satisfaction surveys that will help you improve service levels.

Who is it for?Thisone-dayworkshopisforeveryoneinvolvedintheproductionanddeliveryofsatisfactionsurveysforcustomersofITsupportservices.

What is it about?Thispracticalworkshopprovidestheessentialinformationandknowledgeyouneedtocreateacomprehensivesatisfactionsurveyprogrammeforyourcustomers.

Delegateswillbethoroughlyintroducedtothekeydynamics ofacustomersatisfactionsurvey(CSS)andwillconstructasurveybyworkingthroughalltheassociatedfactors;objectiveandpurpose,customerengagement,buy-inandcommunications,mediaanddeliveryvehicles,frequencyandtiming,sizeandcomplexity,distributionandresponsevolumes,questiontypesandanswerstyles,feedbackevaluation,aswellasfutureplanningandnextsteps.

What will I get out of it?DelegateswillgainathoroughinsightintothetechniquescoveringallaspectsofCSS‘dynamics’andtheopportunitytopractice‘hands-on’andcreateasurvey.

Afterthecoursedelegateswillbeableto:

•�ExplainthedynamicsofaCSSandchoosetherightreasonforconductingone

• Understandhowtochoosetherightcustomerstobeinvolved

•Gaincommitmentfromcustomersandsetaroadmap•IdentifythecorrectmethodologyandmediafordeliveringaCSS

•Choosetheappropriatepointintimetorunasurvey,andknowhowoftentorepeatit

•Choosetheappropriatevolumeofquestionsandtherightnumberofpeopletosurvey,andknowhowmanyresponsestoexpect

•Selecttherighttypeofquestionstoaskandconstructquestionsandresponsestyles

•Performaccurateanalysisofcustomerresponses•Planforwhathappensgoingforward

Course Overview• Objectives and purpose–understandthereasons forperformingaCSSandexplorethevarietyof surveysavailable

•Customer engagement –exploretheimportanceofselectingtherightindividualstobeinvolvedinthesurveyandensurecustomersareawareofyourintentions

• Buy-in and communications–examinethemethods forestablishingcustomercommitmentintheexecutionofaCSS,andthesignificanceofthisup-frontactivity

• Media and delivery vehicles–reviewtheoptionsavailableforconductingaCSSandunderstandwhichvehicletouseandwhen

• Frequency and timing–explorewhenandhowoften aCSSshouldbecarriedout

•Size and complexity–understandtheimportance ofthevolumeofquestionsandthedepthof complexityrequired

•Distribution and response volumes–understandhowtoselectanappropriatenumberofcustomerstosurveyandreviewtheindustrystandardsforexpectedresponserates

•Question types and answer styles–learnhowtoconstructthebodyoftheCSSwiththemostappropriatetypeofquestionstoensuretherequiredstyleofresponses

•Feedback evaluation–examinethemosteffectivewaystoanalyseresponses

•Future planning and next steps–understandtheimportanceofplanningfutureactivitiesandidentifywhatisimportantason-goingresponsibilities

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Call Coaching For Service DesksDevelop your call coaching skills and empower your service desk team to deliver the consistent high standard you want. Who is it for?Servicedeskmanagers,supervisorsandteamleaderswishingtoincorporatebestpracticecallcoachingtechniquestoregularlyfine-tune,updateandimprove theirfirst-lineanalysts’callhandlingskills.

What is it about?Coachingisrecognisedasoneofthemostpowerfulandeffectivetoolsforthedevelopmentofindividuals.Thiscoursecoversthecompletecoachingprocessfrominceptionthroughtoimplementationandoperation.

What will I get out of it? Delegateswilllearnhowtodevelopacallcoachingprogrammetoensureyourteammemberscanmeet andregularlyexceedyourcustomerservicegoals.

• Knowledgeofhowtoestablishacoachingcycleforservicedeskanalysts

• Anunderstandingofhowtoimplementacultureofimprovementintotheservicedesk

• Anappreciationoftheobstaclesstandinginthewayofindividualandteameffectivenesswhendealingwithcustomersonthephoneandhowtodevelopstrategies toovercomethem

• Improvedperformancebyempoweringservicedeskanalyststomanageeverycallconsistently andsuccessfully

• Improvementsinthespeedofsuccessfulcallresolutionthroughspot-techniques

• Improvementsintheaccuracyandrelevance ofinformationrequiredtoresolveorescalatecalls

• Increasedmotivationthroughoutyourteam• Improvedcustomersatisfaction

Course overview• Definition of call coaching–understandwhatcallcoachingisandhowitcanbenefityourservicedesk

• Objectives of call coaching –examinetheobjectives ofcallcoachingandunderstandhowitcanworkfor yourservicedesk

• The coaching process –learnhowtoimplementa callcoachingprocessfromstarttofinish

• The call coaching ‘Code Of Conduct’ –establishtheimportanceofthecodeofconductincallcoaching

• Call coaching expectations –learnhowtoagreeonwhodoeswhat,howtosetexpectationsandestablishbehavioursandexpectationsfromtheoutsetsotherearenosurprises oneitherside

• Manager as coach –exploreyourcoaching personalityandestablishyourcoachingprofile, strengthsandpreferences

• Coaching behaviours–learnhowtounderstand andaddressdifficult,emotionalorpersonalareasand developskillstoenableyoutoandsuccessfullyovercomethesepotentialshowstoppers

• Learning and coaching styles –identifyyourown style,andthatofyourcoachee,toensureyourcoachingprogrammeissuccessful


Kent Feb: 6 Nov: 13 Additionaldatesavailableonrequest.



To book this course online visit:

www.servicedeskinstitute.com/book

Metrics & Reporting for IT ServiceTransform the way you measure and report service desk metrics and turn reports into positive influences that support business decisions.

Who is it for?It’ssurprisinghowfewservicedeskshaveaformalandsystematicprogrammeofanalyticsandmetricswhichallowthemtoassesstheirserviceperformanceandestablishthelinkbetweenITserviceandorganisationalperformance.

Thishands-onworkshopisdesignedforeveryoneinvolvedinreportingservicedeskperformance.Everyteamleader,supervisorandservicedeskmanagerwithreportingresponsibilitieswillgainanin-depthunderstandingofthecriticalimportanceofmeasuringandevaluatingtheinvestmentin,andimpactof,theirITsupportservice.

What is it about?Thisworkshopexploresthemyriadofdifferenttypesofmetrics,practicalandinnovativewaysofpresentingthemandhowtousethemasanopportunitytoinfluenceyourdecision-makers.Makingmetricsmattermeansgettingthebuy-intoinvestinyourservicedeskandthroughoutthedaywedemonstratehowtodrawoutconclusivemessagesandshowyouexactlywheretoconcentrateimprovementsandchanges.

What will I get out of it? Thisisaninteractiveworkshopwheredelegateswill havetheopportunitytoeitherusethecasestudymaterial supplied,orworkonanexistingrequirement,withother delegatesfacingsimilarchallenges.Delegateswill:

•Analyseandunderstandwhymetricsarenecessary•Understandthedepthandbreadthofinformationcollectionactivities

•Understandwhatservicedesksmustmeasure inaccordancewiththeinternationallyrecognisedServiceDeskCertificationstandards

•Explorealternativemetricsandreviewhowtoincorporatenewintoexistingsystems

•Reviewcommonpresentationtechniques, andcarefuluseof‘flareandimagination’

•Recognisethevalueofmetricstoaidspeedyandaccuratedecisionmaking

•Learnhowtopromoteacultureof‘improvement throughmeasurement’

•Appreciatehowtoidentifyopportunitiestoaddvaluetotheirorganisation,pullingoutsuitablecontenttosupportbusinesscases

•Learnhowtopresentfactsthatdelivervitalunderstandingtoavarietyofaudiencesfromcolleaguestoboardandexecutivelevel

•Learnthestepsrequiredtoconstructandproduceareportforpresentationandapproval,includinghandlingquestions

•Discoverhowtoproposeimprovementsbasedonfacts•Gainunquestionableapprovalfortheirproposalsas adirectresultoftheirmetrics

Course overview• Information and metricsDatagatheringandcollection •Integrity• Toolstouse

• Determining and targeting your audienceFormat•Structure•ContentHowtokeepitinteresting •FrequencyRelevance •Circulation

• Presenting resultsTeampresentations •HandlingquestionssuccessfullyHowto‘hook’youraudience•‘Lessismore’presentationapproach


Kent Mar: 6 Sep: 16 Additionaldatesavailableonrequest.



To book this course online visit:

www.servicedeskinstitute.com/book

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The flexibility to train where and when you need it and the freedom to design a course to your exact requirements.

Learning and

Development

In House

Enjoy The Benefits Of Tailored In-House CoursesIn-house courses are simple to arrange and offer significant cost savings if you want to train five or more people. Alternatively if you have a specific need for developing your IT service team we can design a programme just for you.

Takeyourpickfromanyofourqualificationorsoft skillcoursesinthisdirectoryandcustomiseaprogrammeofexcellencetocaterforyourexactneeds.

We’reproudoftheresultsourin-houseprogrammes haveachievedforourclients.Withover25years’experienceworkingwithITserviceteamsacrossavarietyofindustrysectorsandinanumberofdifferentcountries,wecanadvisewhat,andwhether,trainingwillprovide thebestreturnoninvestmentforyou.Ourtrainingcandeliverresultsthatmakeameasurabledifferencetoanyservicedesk.

Three ways to run in-house training:

Standard Chooseanycoursefromthisdirectoryandrun itonyourpremises.Thestandardserviceprovides an‘off-the-shelf’course,deliveredtoorderand includesourqualificationcoursesSDM,SDAandServiceDeskFoundation.

Customised

Tailoroneofourcoursestoyourrequirements. Clientsfindthatincorporatingreal-lifedata,case studiesandmaterialsmakesthecourseeasiertoengagewithandputlearningintopractice.

Bespoke Sometimeswestartwithablanksheetofpaperand designatotallybespokeprogrammeforourclients.WiththeoptiontochoosefromahugerangeofSDIcourseswhicharenottrainedpublicly,thisisourmostcomprehensivetrainingservice.Letusbuildprecisely thetrainingyouneed.

Allofthecoursesinthisbrochurecanbetailoredor runin-house.TheycanalsobeheldattheSDItrainingsuiteinKentifyouprefertotakeyourteamtoawayfromtheoffice.Discovermoreaboutthefollowing in-housecoursesdetailedinthenextfewpages:

•HRForNon-HRServiceDeskManagers

•AppraisalSkillsForServiceDeskManagers

•ITILForServiceDesks

•EffectiveITServiceCommunicationSkills

•TeamBuilding

Call us to on +44 (0)1689 889 100 to find out more about our in-house courses and how cost-effective they can be.

Don’t forget SDI members receive

£200 discount per day on

in-house training!

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Team Building For Service DesksEmpower your team to make a difference and be the best at what they do.

Who is it for?SDI’striedandtestedteambuildingworkshopserviceisaimedatservicedeskmanagersandteamleaderslookingtobringtheirteammemberstogetherbydevelopingteamandorganisationalgoalsandencouragingopencommunication.Teamsarecomplexmachinesandit’snotsurprisingthattheyoccasionallyneedre-alignment.

What is it about?Greatteamworkmakesthingshappenmorethananythingelseinorganisations.Peopleworkingforeachotherinteamsisapowerfulforce;morethanskills,processesorpolicies.It’stheempoweredteamsthatgetthebestresults.

Yourtailor-madeteambuildingworkshopcanincorporateindoorandoutdoorsessionstochallengeboththe‘cerebral’andthe‘physical’.Teamswillexperienceinnovative,practicalandengagingactivitiesthatarebothfunand thatpresentreallearninganddevelopmentopportunities. Allactivitiesaretailoredtoreflecttheages,abilitiesandthatpersonalitiesofindividualswithinyourITserviceteam.

Toworkeffectivelyyouwillneedtoagreeonexactlywhatsortofteamyouareandyou’llneedtoaskyourself:whatarethegoals,whatiseachmember’srole,whoneedstoworkcloselywithwhom,whatshouldthegameplanbe?

What will I get out of it?Youandyourteamwilltakeaday(orlongerifyouprefer)awayfromtheservicedeskandworktogetherthroughdiscussion,brainstorming,gameplay,roleplayand goalsetting.

Duringtheworkshopyouwillsortoutproblems,put forwardnewideas,planthefuture,lookattheteam’spurpose,visionandmissionandlearnmoreabouteachotheraspeople.Teammemberswillenjoyafreshperspective,achieveasenseoffocus,buildconfidenceandprepareforthereal‘game’ahead.

Course overviewEachteambuildingeventiscreatedfromaspecificbriefandistailor-madebyworkingcloselywithyoutoensurethemostappropriateprogrammethatisdesignedaroundyourspecificobjectivesandgoals.Thesecouldinclude:

• Learning to work as a team• Reassessing your team’s goals and direction• Communicating better as a team• Giving your team a boost of energy

Sometimesit’sassimpleaslearningmoreaboutthepeopleyouworkwith,andsometimesit’scomplicated,suchasworkingthroughentrencheddifficultiesordefininghowalong-distanceteamcommunicates.

Ifyouarelookingforateameventthathasapositiveeffectonthemorale,motivation,confidenceandeffectivenessofyourteamanditsindividualmembersthatimmediatelytransferstotheworkplace,thentheSDIserviceisworthconsidering.Anditwon’tcosttheearth.

“The course was excellent providing me with plenty of guidance and lots of new tools to use back in the office.” Ben, Service Desk Manager

Course DetailsOne day workshop

Please call us on +44 (0)1689 889 100 to discuss your requirements

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Effective IT Service Communication SkillsCreate the right impression for customers and improve service desk communication.

Who is it for?Let’sfaceit,youknowyourstuff.Youknowtheins andoutsaboutwhatyouaresupporting.ButIbetyou’dliketoknowmoreabouteffectivequestioningorhowtodealwithaniratecustomer?Thiscourseisdesignedforeveryonewhocommunicatesdirectlywithcustomersin afirst-lineinternalorexternalcustomerserviceandsupportenvironment.

What is it about?Thiscourseisabouthowtopresentaprofessionalimageofyourorganisationthrougheffectivecommunication.Itshowsyouhowtobuildrapportthroughtheappropriateuseoftoneandempathyandhowtoeffectivelyhandledifficultsituationsandpeople.Essentially,thisisacoursethatensureseverycustomerhasanexcellentexperienceandleaveswithagoodimpressionofyourservicedesk.

What will I get out of it? •Anappreciationofwhatitfeelsliketobeontheotherendofpoor,goodandexcellentcustomerservice

•Assertiveandpersuasivecommunicationskills•Theabilitytoeffectivelyandefficientlymanagecalls,emailsandotherformsofcustomercommunication suchasIMandSMS

•Techniquesforhandlingdifficultsituationsandfrustratedoraggressivecustomersprofessionally andcalmly

•Anunderstandingofhowtohandlecomplaintseffectivelyandpositively

•Self-developmentthroughenhancedpersonalcommunicationstyleandskills

•Theabilitytohelpyourcustomersthefirsttime theycallandreducetheneedforrepeatcalls

•Happycustomers!

Course overview• Behaviours for effective communication–professionalstandardsfortheservicedeskandbehaviourstoensure youpresenttherightimageandstyle

• Verbal and visual communication skills• Active listening and effective questioning skills• New communication methods–e-mail,instantmessagingandSMSetiquetteandmanagement

• An understanding of service levels–what customersexpectfromthechannelsofservice deskcommunication

• Call control–callmanagementand documentationprocesses

• Call backs and status updates• Handling customers–effectivetechniquesfordealingsuccessfullywithdifferenttypesofpeople

• Difficult situations–howtohandlethemeffectively



Find out how you can empower your team to make

a difference and be the best at what they do:

Contact us on +44 (0) 1689 889 100

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ITIL For Service Desks Develop an appreciation of the ITIL® framework and the impact of its essential processes on the service desk - fast.

Who is it for?ThispracticalcourseisaimedatalllevelsofITstaffwhoareinvolvedinthedeliveryorsupportofITservices.ItisalsosuitableforeveryonerequiringanappreciationofITILServiceManagement.

What is it about?ThiscourseisaboutcreatinganawarenessofITILandtheneedforITServiceManagementingeneral.Overthecourseoftheday,delegateswilllearnabouttheconcepts,theprocessesandthedisciplinesthatbringanorganisationrealbusinessbenefits.

What will I get out of it?•�AnappreciationoftheITILframeworkandtheprocessesneededtodelivereffective,high-quality ITservice

•�AbasicunderstandingofthekeyelementsoftheITILconceptsandprocessesinrelationtotheservicedesk

•�TheabilitytoarticulatethepurposeandobjectivesofITServiceManagementtoasufficientlevel

•��AnessentialunderstandingofhowServiceManagement,SLAsandaServiceImprovementProgrammearefundamentaltoensuringITdeliverstheservicesthatcustomersdemand.

Course Overview•ITIL-overviewoftheframeworkanditsstructure

•The service desk –reviewitsobjectives,structure,scopeandactivities

• Incident Management –learnaboutservicedeskresponsibilities,activitiesandtheIMworkflow

• Problem Management–reviewitsresponsibilities,activities,benefitsandthePMworkflow

•Change Management –reviewitsroles andresponsibilitiesandlearnaboutthenormal changeprocedure

•Service Asset and Configuration Management (SACM) –learnaboutitsscope,theconceptsanditsactivities

•Release and Deployment Management –examineitspurpose,thebenefits,itsmainelements,andthedeploymentlifecycle

•The Incident, Problem and Change lifecycle –learn howtomanagethelifecycle

•Service Level Management–establishtheimportanceofplanningforSLAs,learnabouttheirtypicalcontentandhowtoimplementaServiceImprovementProgramme

• IT Service Continuity Management –discoveritsimportancetothebusinessalongwiththeoptions, andthestepsrequired,fordevelopingasuccessfulITSCplan

•Availability Management–exploretheterminology anditsmeaning,andreviewtherelationships andtechniquesrequiredtounderpinService LevelManagement



“The topics covered were excellent, exactly what I wanted and needed.”Debbie, Service Delivery Manager

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HR For Non-HR Service Desk ManagersThe core toolkit of HR skills every line manager on the service desk should possess.

Who is it for?AnymanagerwithresponsibilityforrecruitingandmanagingstaffrequiresandunderstandingofthebasicsofHRbestpractice.Thiscourseisforthosewhoneedtoknowandunderstandthefundamentalsofhumanresourcemanagementforuseintheirday-to-dayrole ontheservicedesk.

What is it about?Youwilllearnhowtogetthebestoutofyourteam andavoidemploymentlegislationpitfalls.ThiscourseprovidespracticalknowledgeandtoolstoenableITservicemanagerstotacklebasicHRissuesthemselvesandavoidtherepercussionsofgettingitwrong.

What will I get out of it?•Anup-to-dateunderstandingofemploymentlaw andhowitimpactsontheservicedesk

•AnappreciationofthegeneralprinciplesandbestpracticeHRguidanceinkeyemploymentareas

•Invaluableguidanceformanagersonhowtoavoidaccidentalbreachesofthelaw

•Anunderstandingoftherecruitmentandselectionprocesstoensureyouselectthebestpersonfortherole

•Ideasandpracticaladviceonmanagingsituationsontheservicedeskprofessionallyandinaccordancewithlegalrequirements

•Aworkingknowledgeofthescopeofemploymentlaw inmanagingindividualsontheservicedesk

•ApracticalunderstandingoftheACASCodeofPracticeandavoidingemploymenttribunals

•Adviceonmanagingabsenceandavoidingdiscriminationorassumption

•Bestpracticetipsformanagingpeopletomaintainperformance,moraleandservicedelivery

Course overview• Defining ‘essential’ and ‘desirable’ criteria –themust-havesforyourservicedeskrole

• Recruitment–wordingsuccessfuladvertstogettherightapplicantsandbuildasuccessfulservicedesk

• Short-listing methods to avoid discrimination

• Selection techniques–practicalguidancetohelpyouchoosethebestcandidateandensureaneffectivememberoftheteam

• Interviewing questions–howtoavoiddiscrimination andgetthemostfromtheapplicant

• Employment contracts–usingandunderstandingcontracts

• Grievance and disciplinary procedures–thelegalrequirementsandtherighttobeaccompanied andappeal

• ACAS Code of Practice–understandingtheApril2009codeofpracticewhenmanagingstaffintheservicedesk

• Managing difficult situations–howtoconfidentlydealwithmembersofyourteam

• Employment tribunals–whatarethey?Whatdotheyinvolve?Compromiseagreementsandsettlingoutofcourt

• Managing absence–howtomaintainservicelevels andsupportmorale

• Data protection–exploreandunderstandtheimportanceofdataprotectionforservicedeskanalystsandmanagers

Discover more about our training venues at:

www.servicedeskinstitute.com/training-venues



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Appraisal Skills For IT Service ManagersAll the skills you need to increase service desk team performance through effective appraisals.

Who is it for?Thiscourseisidealforfirst-linemanagerswithlittleornoexperienceortraininginpreparingandconductingstaff appraisalsincludingongoingfeedbackandsupport.

What is it about?Howamanagerconductsanappraisalwillaffectanemployee’sdevelopmentandmorale,theircommitmenttotheteamandultimatelytheservicetothecustomer.

Thiscourseisabouthowtosuccessfullyappraisepeople’sperformanceanddevelopindividualteammembersasanintegralpartoftheservicedeskmanager,teamleaderorsupervisorrole.

What will I get out of it?ThisinteractivecoursewillgiveITservicemanagerstheknowledgetoprepareforappraisalsinaccordancewithbestpracticeandtheACAScodeofpractice.

•Aformattouseforconductingaconstructiveand positiveappraisal

•Aprovenandtestedframeworkfordeliveringalltypes offeedback

•Adviceandguidanceonusing‘GROW’modelquestioningtobringoutthemostinyourteammembers

•Anunderstandingofthevalueandimportance ofappraisalsandthetruescopeofbenefits successfulappraisals

•ProfessionalguidanceonpreparingandsupportingSMARTobjectivesthatwillbenefittheindividualandservicedesk

•Independentadviceonmanagingindividualsinyourteam•Helptoprepareforrealscenariosinyourteam andservicedesk

•Hintsandtipsdesignedtosupporteffectiveappraisalsconfidentlyandkeeptheanalystmotivated

Course overview• Individual performance management – explorehow toimplementthisontheservicedesk

• Effective appraisals–understandingandpromoting thebenefitsofappraisals

• Service performance –explorehowsuccessful appraisalsresultinoptimumperformanceandexcellentservicetoyourcustomers

• Best practice appraisal format • Dos and don’ts–learnhowtoconductsuccessfulappraisals

• Appraisal process–rolesandtheresponsibilities oftheanalystandservicedeskmanagerinthe appraisalprocess

• The appraisal meeting–understandhowtostructure ameetingtoensureitispositiveandproductive

• Constructive feedback–establishhowtogiveand receivefeedbackwithoutambiguityorconfusion

•Answering ‘difficult’ questions confidently

• SMART objectives–learnhowtoagreeobjectives thatwilldevelopyourteammembersandincrease theirskillsandqualityoftheservicedesk

• Personal development plans –understandhowtousethemtosupportyourmeetingandmotivateyourteam

• Planning for those ‘difficult’ appraisals



“The trainer embraced with tact and success the challenge to adapt the course outline to the needs of the team.”Fançoise, Helpdesk Manager

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Keep your service skills sharp, your knowledge right up-to-date and your network well connected with the most switched on community of service management professionals in Europe.

ExperientialLearning Events

Experience For YourselfOur series of insightful and inspiring one-day experiential learning events is designed to be a cost-effective complement to our more formal qualification and training courses.

Theseeventssteeryouthroughtheworldofthe servicedesk,eachonefocusingonjustonekeyarea ofITservicetogiveathoroughinsightintothepracticalitiesofthesubject.Inadditiontopresentationsfromwell-knownindustryexperts,consultantsandtop ITsupportprofessionals,youwillalsohearpractical casestudiesandtakepartininteractivegroupworkshopsthatareguaranteedtoprovideyouwithnewideas, realsolutionsandinspiration.

Theselearningeventsareuniqueinthattheyallow youtomeetlike-mindedprofessionalsfacingthesamechallengeswithwhomyouareencouragedtoshareknowledgeandlearnfrom.

Addtheseunique,practicalone-daylearningevents toyourpersonaldevelopmentplanfor2014and fromonly£85+VATyou’lldiscoverthatit’sanother greatwaytodevelopyourskillswithouttheformalclassroomatmosphere.

SDI members are entitled to FREE places at these events. Visit www.servicedeskinstitute.com/membership to find out more.

“I am always ready to learn, but I do not always like being taught.” Winston Churchill, British Prime Minister (1874-1965)

Service Desk Standards & Certification WorkshopLondon, 22 JanuaryThe Studio, Manchester, 14 MayThe Rep, Birmingham, 24 September

•ShowinganROI •BuildingaCaseForCertification

Higher Education Service Desk Industry Group University of Leeds, 11 February

Successful Service Desk Performance - Upgrade Your Leadership Skills The Rep, Birmingham, 26 March

Service Desk Software ShowcaseRoyal Armouries Museum, Leeds, 13 MarchBarbican, London, 27 August

•HowtoImplementaNewTool •MeettheVendors

•Networkwithpeers •LiveProductDemos

Emergency Services/Public Sector Industry GroupManchester Fire & Resuce Training Centre, 2 April

Charities Service Desk Industry Group RSPB Head Office, Bedford, 11 June

SDI Annual ConferenceHilton Metropole, Birmingham, 17 & 18 June

The Steps To Effective Processes - Sharpen Up Your Practices Royal Armouries Museum, Leeds, 9 July

Large Service Desk Industry GroupCo-operative Trading Group, Manchester, 16 July

Keeping Your Customers Happy Co-operative Trading Group, Manchester, 10 September

Small Service Desk Industry GroupLondon, 15 October

Legal Service Desk Industry GroupLondon, 12 November

More Meaningful Service Desk MetricsLondon, 16 November

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Become a member of SDI and gain access to the leading source of industry intelligence, exclusive cutting-edge analysis and regular events and industry updates - all at the click of a button.

Become anSDI Member

MembershipSDI membership connects you with the best and brightest in your industry. It is easy to stay up-to-date with the latest thinking, reports, publications and newsletters. It also gives you exclusive opportunities to meet your peers and network completely free of charge through complimentary invitations to regular events and workshops across the UK, so you’re always in the know.

Membership BenefitsEachmembershippackagehasbeendesignedtoofferavarietyofexclusivebenefitssoyoucanchoosethelevelthat’srightforyouandyourservicedesk.

Connect With the Industry•Freeone-dayExperienceEvents-perfectforsharing, learningandnetworking

•IndustryGroupWorkshopsandServiceDesk CertificationDiscoveryDays

•ITService&SupportAwards

•ITServiceWeek

•SDIAnnualConference

•SDIblogande-newsletter

Enhance Your Knowledge•SDI’sServiceDeskandProfessionalStandards

•Monthlyreportsexclusivelyformembers

•ResearchLibrary(exclusiveaccessformembers)

•ExclusiveBenchmarkBuddyservice-wefacilitate challengesharingwithothermemberswhocanhelp youfindsolutions

Guaranteed Return on Investment•Bigsavings!

•DiscountsonSDIqualifications

•DiscountsonSDItrainingcourses-publicandin-house

•DiscountedSDIAnnualConferencetickets

•Continualserviceimprovementatyourfingertips!

Which Membership is Right for Me?Whateveryourequire,whetheryouareasmall,large ormulti-siteservicedesk,thereisalevelofmembershiptosuityou.

Research MembershipSDI’sResearchMembershipensuresyouareconstantlykeptintheloopwiththemostuptodateresearch,articlesandcommentaryontheITSMindustry.Theperfectchoiceifyouareunabletogetinvolvedwiththeinstitute’sevents,conferencesortrainingcourses.

£145 + VAT (One year)

Group Corporate Bronze MembershipThisisagreatvaluepackageforservicedesksthatprefernottocommittoSDI’sfreeone-dayeventprogramme.Itgivesyourservicedeskteamfullaccesstotraining,knowledgelibrary,networkingandsharingaswellasspeciallydiscountedticketstoSDIevents.

£295 +VAT (One year) or £550 +VAT (Two year)

Personal Silver Membership Personalmembershipisidealforverysmallservicedeskteams,independentconsultantsorcontractors.Youwillreceivefreeeventplaces,unlimitedaccesstotheknowledgelibraryanddiscounts.


Group Corporate Gold MembershipThisisourmostpopularmembershippackage,perfect forsinglelocationservicedesks.ItgivesyouandyourteamfullaccesstoSDI’sevents,training,knowledgelibrary,networkingandsharinganddiscounts.


Multi-site Platinum MembershipThisistheultimateSDImembershippackage!Createdforcompanieswithmultiplelocationservicedesks,theextensivebenefitsextendtoeverymemberofstaffatall ofyourlocationsintheUKandworldwide.

£1,595 +VAT (One year) or £2,750 +VAT (Two year)

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To join SDI, please visit the webpage at:

www.servicedeskinstitute.com/membership

Alternatively please contact the membership team direct on +44 (0) 1689 889 100 or by email at [email protected]

Benefits Research Bronze Silver Gold Platinum UnlimitedaccesstoexclusiveSDIResearchLibrary

3ExclusivewhitepaperspublishedbySDIperyear

12Originalservicedeskreportsonindustrytrendsperyear

BenchmarkBuddyrequests x 1 x 3 x 3 x 5 Unlimited

UseoftheResearchHelpline

Discountoffthestandardannualconferenceticketprice

10%DiscountoffSDI’spublictrainingcourses

£200DiscountperdayoffSDI’sin-housetraining

FreeExperienceEventplaces Discounted x 2 x 3 x 10

Cost(OneYear+VAT) £145 £295 £395 £595 £1,595

Cost(TwoYear+VAT) £550 £650 £995 £2,750

Additionalmembersite(OneYear+VAT) £435

Educationalestablishmentsandcharities(OneYear+VAT) £435

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Terms of BusinessBookingsCanbemadebye-mail,fax,online,postortelephoneandareregardedasprovisionalbookingsuntilavalidpurchaseorder,avalidBACStransfer,clearedchequeorclearedcreditcardpaymentisreceivedbySDI(pleasenotecreditcardfeesapply).

Oncetheabovecriteriahavebeenmettheprovisional bookingwillbecomeaconfirmedbookingwhichwillbenotifiedtoyoubye-mail.Anonlinebookingformcanbeaccessedatwww.sdi-e.com

Allconfirmedbookingsmustincludeyouraccountsaddress,accountstelephonenumberandaccountse-mailaddress. Ifthecontactordelegatedetailsaredifferentfromtheabove SDIrequirethecontact’sordelegate’saddress,telephonenumberandemailaddress.

Oncompletionoftheaboveapro-formainvoicewillberaised asfinalconfirmationofbooking.Atthisstagethedelegate’splaceisconfirmedandissubjecttothefollowingcancellationpolicy(ifapplicable).

CancellationsIfthereisaneedtocancelaconfirmedbooking,writtennotificationisrequiredbye-mail,faxorpostandwillonlybeconfirmedas‘bookingcancelled’onceSDIhavewrittentoconfirmusingtheabovemethod.Pleasenotethattelephonecancellationswillnotbeaccepted.

Notificationofcancellationisrequiredatleast5workingdayspriortothestartofthetrainingcourse(i.e.iftrainingisonaWednesdaythennotificationwouldberequiredbycloseofbusinessontheprecedingTuesday).

Cancellationsaresubjecttocertaincharges(seeadjacenttable).FailuretoattendatrainingcoursewithoutpriorwrittennotificationtoSDIwillbesubjecttoa100%non-attendancechargeandpaymentwillberequiredimmediately.IfpaymenthasalreadybeenreceivedbySDIthennorefundofthetrainingcoursewill bedue.

SubstitutionsClientsmaysubstitutetheoriginaldelegatewithanother personatnoextracharge.Writtennotificationisrequiredat least2workingdayspriortothestartofthetrainingcoursebyeithere-mail,faxorpostandwillonlybeconfirmedasa‘transferredsubstitution’onceSDIhaswrittentoconfirmusing theabovemethod.Pleasenotethattelephonenotificationwill notbeaccepted.

TransfersYoumaychangethedateofabookedtrainingcourseonlyonce,however,transfersaresubjecttocertaincharges(seeadjacenttable).Ifthattransferisthencancelledorchangedagainatanytimebyyou,thenthefulltrainingcoursefeeremainspayable.

Writtennotificationofatleast2workingdayspriortothestartofthetrainingcourseisrequiredtotransferadelegateandmustbeinwritingbyeithere-mail,faxorpostandwillonlybeconfirmedas‘trainingcoursebookingtransferred’onceSDIhaswrittentoconfirmusingtheabovemethod.Pleasenotethattelephonenotificationswillnotbeaccepted.

PaymentAlltrainingcoursefeesmustbepaidinfullpriortoattendance ofthetrainingcourseunlessmutuallyagreedinadvance. IfpaymenthasnotbeenreceivedoryourpaymenthasnotclearedSDI’sbank(ifpaidbycheque)youwillnotbeentitled toattendthetrainingcourseunlessmutuallyagreed.IntheeventthatyouhaveelectedtopaybyBACS,proofwillberequiredfromyourbankpriortoattendance.

Overseas DelegatesAlloverseasdelegateswhoareattendingatrainingcoursewhoresideoutsideoftheUKwillberequiredtopayfortheirtrainingcourseinadvance.

Course CancellationSDIreservestherighttoamendtrainingcontent,tutor,venue,time,date,publishedpriceortocancelatrainingcourse. Anychangeswillbeadvisedbeforethetrainingcoursestartdate.

Transfer and Cancellation ChargesApercentageofthefulltrainingcoursefeeispayablefortransfersandcancellationsinaccordancewiththefollowingtimescalesbelow.Thenumberofdaysnoticerequiredto‘transfer’or‘cancel’atrainingcourseisasfollows:

Days notice required Transfer Fee Cancellation Fee

61+days Nocharge Nocharge

31–60days 5% 15%

15–30days 20% 50%

2-14days 50% 100%

Failuretonotifywithin2workingdays 100% 100%

Failuretoattendtransferfee 100% 100%

Special requirements and Dietary requirementsSpecialrequirementsanddietaryrequirementscanbemetandarrangementsforpersonalreligiousworshipordisableddelegatescanbeeasilymade.Simplystateyourrequirementsatthetimeofbookingandwewillmakeallthenecessarypreparationspriortoyourarrival.

Data protectionSDIdoesnotsell,tradeorrentyourpersonalinformationtoothers.YourdetailswillbeaddedtotheSDIdatabaseinorder toprocessyourrequestandtokeepyouup-to-datewithrelevantoffersanddetailsofoureducation,training,informationandmembershipservices.IfyoudonotwishtoreceiveanyfurtherinformationoroffersfromSDI,whetherbypost,emailortelephonepleasenotifySDIinwritingto:

DatabaseServices, SDI, 21HighStreet, GreenStreetGreen, Orpington, KentBR66BG.

Orcall+44(0)1689889100

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Co

urse C

alend

ar 2014

January February March April M

ay June July August September October Novem

ber December

6

16

20-223-5

10-12 25-27

10-121-3

12-14 19-21

24-2614-16

4-68-1015-17

6-813-16

12-123-5

1-3

3-47-8

7-817-18

8-9 24-25

1-2

27-3010-13

17-2010-13

19-222-5

15-1813-16

23-2617-20

6

13

5

15

COURSES

Service Desk Analyst

Service Desk

Senior Analyst

Service Desk M

anager

Call Coaching

Customer

Satisfaction Survey

Metrics &

Reports

Training courses take place across the UK:

B Birm

ing

ham

L Leeds M

Man

chester V V

irtual

All unmarked courses take place at SD

I’s training suite in Kent.

If you can’t find a course date to suit you, please let us know as w

e are alw

ays happy to consider adding extra dates to the calendar. Please em

ail the training team at hello@

sdi-e.com

www.servicedeskinstitute.com [email protected] +44 (0)1689 889100

CustomersInternationalisaLimitedCompanyRegisteredinEnglandandWales.RegisteredCompanyNumber:

02535318.RegisteredOffice:LynwoodHouse,CroftonRoad,Orpington,Kent,BR68QE.VATNo:573542236.

SDI Training Calendar 2014

Business

Transcript of SDI Training Calendar 2014