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Certified Service Desk Professional(CSDP)

About Certification

GSDC's Certified Service Desk Professional Certification is an industry-standard based accreditation program designed specially to improve the service desk quality. Business Process Outsourcing has overwhelmed the world and with the coming of quicker web speeds and unbounded jumps in correspondence innovation, this pattern is just going to get more grounded and significantly more serious. This open-door turned into the key vector for revealing shrouded openings while twisting the speed of service delivery nonetheless, this pattern has likewise paved the way for greater levels of popularity furthermore, desires.

 

To meet such expectations, one must be empowered with proper knowledge and skill set that matches the industry-standard especially with the multiplication of service providers, a global certificate to validate your competency will be your organization's trump card in winning clients. Service Desk Professional Certification's course content teaches you about Business Relationship Management, Communication, Collaboration Problem-solving skills, IT Service Management, Improving Service Desk SLA's & KPI, Proactive Problem Management, Quality Service Improvement assurance program, Managing customer feedback, AI & automation.

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Objectives

The objective of the Certified Service Desk Professional Certification includes a deep understanding of:

  1. The Service Desk
  2. The Service Desk and Support Analyst
  3. Best Practices
  4. Policies and Legislation
  5. Service Commitments and Ethics
  6. Service Attitude
  7. Teamwork
  8. Business Relationships
  9. Positive Approach and Attitude
  10. Process Management
  11. Incident Management
  12. Incident & Service Request Recording
  13. Request Fulfillment
  14. Escalation
  15. Status Updates
  16. Problem Management
  17. IT Change Management
  18. Service Level Management
  19. Service Catalog
  20. Service Delivery Models
  21. Knowledge Management
  22. Information Security Management
  23. IT Service Continuity Management
  24. Quality Management
  25. Customer Satisfaction Surveys
  26. Service Desk Metrics and Statistics

 

Target Audience

about-us

Support Analyst

Service Desk Analyst

Client Support Technician/Consultant

Customer Support Officer/Analyst

Technical Support Officer/Analyst

Service Center Officer/Analyst

IT Team Leads

 

Benefits

Few benefits of getting a Certified Service Desk Professional certification are:

Align your organization practices to the global standards to deliver consistent, higher quality service and support to your customers

Understand and leverage the benefits of utilizing a Service Catalog for responsibility ownership

Foster an environment of Continuous Service Improvement through the implementation of customer surveys, service level agreements and operational level agreements

Provide higher management with better insights with the help of the right metrics to gauge Service Desk performance

 

Pre-requisites

  • There are no prerequisites for this certification. But the participants must belong to an ITIL background.
 

Examination

Multiple-choice exam of 40 marks.
You need to acquire 26+ marks to clear the exam.
If you fail, free re-examination within 30 days from the date of 1st exam attempt.

 

Sample Certificate

 

Exam Syllabus

1.Roles and responsibilities:

  • Learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
2.Business Relationship management:
  • An understanding of what Business Value is and how to create it
3.Communication, Collaboration Problem-solving skills:
  • A close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
4.IT Service Management:
  • Learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management

5.Improving Service Desk SLA's & KPI :

  • Type of Metrics, their importance & usages

6.Proactive Problem Management :
  • Incident trend analysis, implementation.
7.XSLA :
  • Art and science of Experience level SLA's, managing customer experience, Building XSLA and getting them into operation,
8.Quality Service Improvement assurance program:
  • Review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
9. 7 Quality tools for Service Desk Performance Improvement:
  • Cause-and-effect diagram, Check sheet, Control chart, Histogram, Pareto chart, Scatter diagram, Stratification
10.Managing customer feedback:
  • Understand the purpose, objectives, and components of successful feedback management
11.AI & automation:
  • Leveraging AI technology such as chat bots and predictive analytics to transform IT service management, identify common examples, benefits and challenges of AI and automation within service management


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